Newsletter — March 2026

A CMDB is only as useful when you have confidence in its accuracy. And confidence is hard to maintain when CI data drifts, goes stale, or develops gaps that only surface during an incident. Three new updates to the cloud version of ServiceDesk Plus helps bridge that gap. Introducing CMDB Baselines that enables you to capture and compare CI configuration states over time, so drift is easily detected. Now, CMDB Data Quality policies proactively flag incomplete, stale, or orphaned CI records before they cause a bad impact assessment. And the new CMDB Dashboard brings everything together—CI health, data quality metrics, and module associations in a single view. See what's new.

The CrowdStrike outage in 2024 was not just an anomalous change that led to millions of systems going down, it represented a classic change scenario: a change approved without deeper analysis of downstream dependencies. That's the fundamental CAB problem: not a lack of oversight, but a lack of foresight. This article explores five concrete governance outcomes that show how AI transforms a CAB from a time-pressured approval queue into a continuous, evidence-driven engine that can surface hidden dependencies. AI can auto-approve low-risk changes at scale while keeping a human in the loop to override decisions if required, and enforce conditions through the deployment. Read the article.

An employee can't access the Finance folder. They have a deadline in an hour. With an agentic AI setup: an information retrieval agent checks policy and validates permissions, a reasoning agent determines whether access can be auto-granted, and a tool-using agent provisions it via PowerShell, all without human intervention, all within the hour. This article walks through how that works, and what IT admins need to put in place; from agent permissions to guardrails; to make it happen safely at scale. Read the article.