MSPs: Your AI Contracts Are Obsolete

More from The ITSM Practice: Elevating ITSM and IT Security Knowledge All episodes →

1. 

   S3 · E28 · 15 Sep 2026 · 14 min

   Is Your Security Stack Too Big?

   Is your security stack actually protecting you, or are you just paying for too many tools? This episode looks at security tool sprawl, unused capabilities, overlapping products, skills gaps and vendor dependency. Before buying another security product, understand what you already have, what your team can actually operate and what would really happen if you switched a tool off. In this episode, we answer to: Are you paying for security tools you do not actually need? Is your team using the security capabilities you already pay for? Should you consolidate security tools or invest in specialist…

2. 

   S3 · E27 · 8 Sep 2026 · 12 min

   24/7 IT Support: Why Coverage Is Not Capability

   24/7 support does not automatically mean 24/7 capability. In this episode of The ITSM Practice Podcast, Luigi Ferri explores how MSPs can design profitable 24/7 IT support using follow-the-sun models, AI, automation, Level Zero support, intelligent routing, and service tiers, while protecting engineering capacity, customer experience, SLAs, and margins. In this episode, we answer to: How can MSPs deliver effective 24/7 IT support without replicating expensive engineering capability across every time zone? How can AI, automation, and Level Zero improve incident management, troubleshooting,…

3. 

   S3 · E26 · 1 Sep 2026 · 11 min

   The Last Human-Only Leadership Generation: How AI Is Transforming the Workforce

   AI is no longer just a technology tool, it is becoming part of the workforce. In this episode, Luigi Ferri explores why AI represents a workforce transformation rather than a technology project, and how CIOs, CISOs, and business leaders must rethink governance, digital workers, AI leadership, cybersecurity, and Enterprise Service Management to successfully manage hybrid human-AI teams. In this episode, we answer to: Why is AI a workforce transformation rather than just another technology implementation? How should CIOs and CISOs govern and manage digital workers alongside human employees?…

4. 

   S3 · E25 · 25 Aug 2026 · 9 min

   ENISA Cyber Exercises: Why Testing Cybersecurity Isn't Enough

   Are cyber exercises actually improving your cybersecurity resilience, or just satisfying compliance requirements? In this episode, Luigi Ferri explores ENISA's cyber exercise methodology, the gap between testing and real capability improvement, the role of MSPs in incident response, and why organizations must focus on measurable cyber resilience instead of annual audit-driven exercises. In this episode, we answer to: Why are cyber exercises important for improving cybersecurity resilience rather than just meeting compliance? What is the difference between testing cybersecurity and improving…

5. 

   S3 · E24 · 18 Aug 2026 · 11 min

   Projects Deliver Outputs. Services Deliver Outcomes.

   Projects Deliver Outputs, Services Deliver Outcomes: The Ownership Crisis Nobody Discusses. Discover why the biggest risk in any IT project begins after go-live. In this episode, Luigi Ferri explores the critical difference between project outputs and service outcomes, why Service Ownership is essential for long-term business value, and how IT Service Management (ITSM), Product Management, and Business Capability Management must work together to drive sustainable success. Learn why organizations have an ownership problem. In this episode, we answer to: Why is the day after go-live often the…

6. 

   S3 · E22 · 4 Aug 2026 · 10 min

   DARE25: Why Defense Isn't Enough

   Discover why traditional cybersecurity defense is no longer enough in the AI era. Luigi Ferri explores the DARE25 framework, dynamic risk management, governance, Purple Teaming, accountability, and adaptive leadership. Learn how Enterprise Service Management, IT Service Management, and cybersecurity leaders can build resilient organizations by prioritizing behavior, faster adaptation, and continuous learning. In this episode, we answer to: Why is traditional cybersecurity defense no longer enough in the age of AI? How does the DARE25 framework improve risk management, governance, and…

7. 

   S3 · E21 · 28 Jul 2026 · 14 min

   ISO 28000: Your Resilience, Their Budget

   In this episode of the ITSM Practice Podcast, Luigi Ferri explores why supply chain resilience has become one of the biggest strategic challenges for Government Managed Service Providers (MSPs). Using practical examples from healthcare and public services, he explains how ISO 28000 shifts the conversation from protecting internal systems to managing the security and resilience of the organizations you depend on. Discover why supplier failures, inherited risk, and third-party dependencies are becoming the greatest threats to service continuity, cybersecurity, and operational resilience in…

8. 

   S3 · E20 · 21 Jul 2026 · 20 min

   No SBOM, No Trust

   Discover why the Software Bill of Materials (SBOM) is rapidly becoming a strategic necessity for Managed Service Providers (MSPs) and enterprise IT leaders. In this episode, Luigi Ferri explains how software supply chain attacks such as Log4Shell and SolarWinds transformed SBOMs from technical documentation into essential tools for IT governance, cyber resilience, software supply chain security, and operational trust. Learn the four stages of SBOM maturity and how MSPs can strengthen transparency, improve vulnerability management, and build competitive advantage through continuous software…

9. 

   S3 · E19 · 14 Jul 2026 · 7 min

   PSD3: Who Owns Trust?

   PSD3 is more than a compliance requirement, it's a test of organisational maturity, security leadership, accountability, and decision-making. Discover how Enterprise Service Management, IT Service Management, and cybersecurity principles help organisations balance security, customer trust, and clear ownership to build resilience beyond regulatory compliance. In this episode, we answer: How does PSD3 reveal an organisation's maturity and decision-making under pressure? When should security lead, and when should it step back to enable business ownership? Who is truly accountable for trust,…

10. 

    S3 · E18 · 7 Jul 2026 · 11 min

    The Hidden Cost of Untrusted Data

    Why do organizations struggle to trust their operational data despite having plenty of it? In this episode of The ITSM Practice Podcast, Luigi Ferri explains the critical difference between data quality and data integrity, and why CIOs must build operational trust before launching digital transformation initiatives. Learn practical ITSM strategies to improve data governance, CMDB accuracy, operational accountability, and Enterprise Service Management. In this episode, we answer to: What is the difference between data quality and data integrity, and why does it matter for CIOs? Why do…