In this mini episode, Barclay Rae talks to Stephen Mann of ITSM.tools about one of the industry's most persistent habits: replacing the ITSM tool every three to five years and hoping this one will be different.They discuss why the tool usually gets the blame when the real issues are organisational, what needs to be in place before any selection decision is made, and why treating ITSM tools as business applications rather than technical ones changes who should be involved. They also get into the current wave of AI-first marketing and why capability without the people side rarely delivers.

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