ImmutIQ Blog: ITSM Insights & AI Innovation

The IT service management changed dramatically in late 2025 when ServiceNow acquired Moveworks for $2.85 billion, marking the largest acquisition in ServiceNow's history.  While this merger promises deeper integration for ServiceNow customers, it has left many organizations wondering about their options, especially those not invested in the ServiceNow ecosystem. If you're evaluating ITSM platforms powered…

Password Reset an Incident or a Service Request? It's Monday morning. Your phone rings, and on the other end is Sarah from accounting, locked out of her system after mistyping her password three times over her first cup of coffee. Your service desk agent opens a ticket, but then pauses. Should this be logged as…

The IT Service Management world has been buzzing with promises about artificial intelligence for years now. Walk into any technology conference, and you'll hear vendors proclaiming that AI will revolutionize your service desk, automate all your processes, and somehow make IT problems disappear entirely. But here's the uncomfortable truth that we need to talk about:…

When Sarah joined TechCorp as their new IT Service Manager, she inherited a chaotic onboarding process. New employees would arrive on their first day only to find: Meanwhile, former employees who had left weeks ago still had active accounts in critical systems. Sarah knew something had to change, and automation through their IT Service Management…