What does “Shared Services” really mean… and why does it so often fail to deliver?

Why do so many CMDB initiatives fail after the transformation project ends?

Why do so many CMDB initiatives fail after the transformation project ends? Because configuration data naturally decays. New devices appear. Applications move. Cloud resources change. Ownership shifts. Discovery tools detect noise. And before long, the CMDB becomes another database nobody fully trusts. In this ITSM Podcast episode, we explore why CMDB accuracy should not be treated as a one-time clean-up project, but as a permanent operating capability. We’ll discuss: * Why automated discovery is essential, but should not be trusted blindly * How staging queues prevent discovery noise from polluting your CMDB * Why change management is the best place to keep CI data accurate * How service owners, application owners, and platform teams should share accountability * Why executives should stop funding repeated CMDB rebuilds and invest in a sustainable operating model instead The key message: * A reliable CMDB is not created by a project. * It is created by the way IT works every day. 2026 Works4Me

What does “Shared Services” really mean… and why does it so often fail to deliver?

In this episode, we break down a critical issue highlighted by Bernard Marshall: The lack of a clear definition is holding organizations back. Too many institutions jump into shared services expecting efficiency…  …but end up with complexity, slow governance, and limited value. Here’s what we explore: * Why “shared services” is not one model - but many * The difference between internal consolidation, partnerships, and outsourcing * How AI is fundamentally changing the equation (hint: it’s no longer about scale, but about data and automation) * Why leadership courage - not technology - is the real bottleneck The key takeaway?  If your operating model isn’t clear, adding AI will only accelerate the confusion. #ITSM #SharedServices #AI #ServiceManagement #DigitalTransformation #Works4Me #Leadership #ESM 2026 Works4Me