Barclay and Ian are back from the Service Desk and IT Support Show with their first reflections on SITS26. The industry looks healthy, the MSP side felt bigger and more established, and AI was on every stand, sometimes at the expense of the conversation about value.

They unpack the survey result from their keynote, where 55% of respondents said AI capabilities had improved their service, and ask why that story isn't being told more clearly by vendors. The pitch too often leads with the feature rather than the time saved, the work made easier, or the value returned.

Plus retro arcade games on the show floor, silent disco keynotes, and the industry's definitive sandwich preference.

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