Knowledge velocity is now measured in integrity, not volume, and that’s a culture shift no tool alone can buy.
(Sources: IBM Tech Blog 2025; GovTech UK; Forrester 2025)
5. Leadership Shifted from Command to Cognitive Empathy
AI didn’t just change ITSM workflows, it changed what leadership looks like.
DBS Bank (Singapore) created “AI Steward” roles to interpret and communicate model decisions (HBR, May 2025).
Microsoft Digital Ops appointed “Human-in-Loop Coaches” to review AI decisions for bias and tone (Microsoft Tech Community, Oct 2025).
McKinsey Digital Trust Index 2025 : interpretive leaders achieved 2.5× higher AI adoption rates.
The modern leader is not an approver - they’re an interpreter of intelligence.
(Sources: HBR 2025; Microsoft Tech Community; McKinsey 2025)
2025 proved that automation delivers speed - but governance delivers trust.
ITSM now lives at the intersection of technology, ethics, and leadership. And as we enter 2026, the organizations that lead won’t ask “What can AI do?” - they’ll ask
“What should it be allowed to decide?”
The Author: Saainya Chugh
https://www.linkedin.com/in/saaniya-chugh/
Click on the icons to
connect with your itSMF
community
now
Knowledge velocity is now measured in integrity, not volume, and that’s a culture shift no tool alone can buy.
(Sources: IBM Tech Blog 2025; GovTech UK; Forrester 2025)
5. Leadership Shifted from Command to Cognitive Empathy
AI didn’t just change ITSM workflows, it changed what leadership looks like.
DBS Bank (Singapore) created “AI Steward” roles to interpret and communicate model decisions (HBR, May 2025).
Microsoft Digital Ops appointed “Human-in-Loop Coaches” to review AI decisions for bias and tone (Microsoft Tech Community, Oct 2025).
McKinsey Digital Trust Index 2025 : interpretive leaders achieved 2.5× higher AI adoption rates.
The modern leader is not an approver - they’re an interpreter of intelligence.
(Sources: HBR 2025; Microsoft Tech Community; McKinsey 2025)
2025 proved that automation delivers speed - but governance delivers trust.
ITSM now lives at the intersection of technology, ethics, and leadership. And as we enter 2026, the organizations that lead won’t ask “What can AI do?” - they’ll ask
“What should it be allowed to decide?”
The Author: Saainya Chugh
https://www.linkedin.com/in/saaniya-chugh/