24/7 IT Support: Why Coverage Is Not Capability

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

1. 

   S3 · E32 · 13 Oct 2026 · 14 minNew

   Your SOC Stops at the Firewall. Should It? - Part 2

   What happens when a cyber-physical threat crosses Cybersecurity, Physical Security, Facilities and IT Operations? This episode explores how SOC teams can correlate signals, establish incident ownership, define escalation thresholds and build a unified operating model to protect critical infrastructure and business services. In this episode, we answer to: If Physical Security sees one part of an attack and the SOC sees another, who sees the whole threat? When multiple departments are involved in the same security event, who owns 100% of the incident and its outcome? How should organizations…

2. 

   S3 · E31 · 6 Oct 2026 · 7 min

   Your SOC Stops at the Firewall. Should It? - Part 1

   Does your SOC really protect the entire business, or does its visibility stop at the firewall? In this episode of The ITSM Practice Podcast, Luigi Ferri explores drone threats against data centers and what they reveal about gaps between Cybersecurity, Physical Security, Facilities, IT Operations and Business Continuity. Discover why CISOs need to rethink the traditional cyber attack surface and focus on protecting the complete service. In this episode, we answer to: Where should the SOC security perimeter really end? How can CISOs identify the true attack surface of a critical business…

3. 

   S3 · E30 · 29 Sep 2026 · 15 min

   ITIL 5: The 6C Model for AI

   AI that summarizes an incident is one thing. AI that disables accounts, isolates endpoints and blocks connections is another. In this episode of The ITSM Practice Podcast, Luigi Ferri explains the ITIL 5 6C Model for AI and why CIOs, CISOs and MSPs need to stop asking, “Are we using AI?” and start asking, “What are we allowing AI to do?” In this episode, we answer to: What is the ITIL 5 6C Model for AI? How much authority should MSPs give AI to decide and act? Who is accountable when autonomous AI gets a decision wrong? Resources Mentioned in this Episode: ITIL website, article "AI…

4. 

   S3 · E29 · 22 Sep 2026 · 20 min

   Should Your CMDB Know Your Business Risk?

   A critical vulnerability is not automatically a critical business risk. If your CMDB only tells you which server is affected but not the customer, service, contract, SLA, or revenue behind it, you are missing the information that matters. This episode explains why CISOs need a business-aware CMDB to connect technical risk with real business impact. In this episode, we answer to: Can your CMDB tell the CISO what a security incident actually means for the business? How do you prioritize vulnerabilities based on customers, SLAs, contracts, and revenue at risk? Why is connecting CMDB, ITSM, CRM,…

5. 

   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…

6. 

   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?…

7. 

   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…

8. 

   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…

9. 

   S3 · E23 · 11 Aug 2026 · 17 min

   MSPs: Your AI Contracts Are Obsolete

   AI is transforming Managed Service Providers (MSPs) from managing technology to managing AI behavior. This episode explains why traditional service design, governance, contracts, and risk models are no longer sufficient for AI-enabled services. Learn how AI impacts ITIL service management, AI governance, MSP liability, ISO 42001, NIST AI RMF, the EU AI Act, and why AI ownership, accountability, and updated contracts are now business-critical. In this episode, we answer: How does AI change the nature of IT services and MSP service design? Why are traditional MSP contracts, governance models,…

10. 

    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…