Episode 122 - SMB ITSM: Challenges, Opportunities, and What Comes Next

In this episode, Barclay and Ian are joined by for Gartner analyst, Keith Andes from EasyVista. The conversation explores findings from Keith’s recent global survey into how SMB organisations are approaching ITSM, endpoint and asset management, integration, and AI readiness.

Keith talks through the realities of SMB IT operations, including fragmented tooling, manual processes, skills shortages, budget constraints, and the growing demand for faster time-to-value.

He also highlights the gap between the desire for AI and automation, and the foundational ITSM practices that need strengthening before either can deliver meaningful results.

The discussion includes market movement, the return of the Magic Quadrant, the risks of uncontrolled home-built automation, and the difference between AI embedded in tools versus DIY approaches.

This week’s trivia is based on an internet-connected bed stuck online during the AWS outage.