Intelligent service management and the connectivity gap teams miss

TL;DR: Fragmented service management environments force teams to stitch together data, workflows, assets, endpoints, and identities manually, limiting automation and AI value even as IT spending climbs to USD 6.37 trillion in 2026, according to Gartner. The governance issue is not lack of technology, but lack of connected operational context across the service stack.

NHIMG editorial — based on content published by Matrix42: Reducing complexity, why intelligent service management starts with connectivity

By the numbers:

• Gartner forecasts worldwide IT spending to reach USD 6.37 trillion in 2026, with more than USD 1.46 trillion allocated to software alone.
• Matrix42 says over 5,000 customers use its platform to digitalize and automate workflows.
• NHI outnumber human identities by 25x to 50x in modern enterprises.

Questions worth separating out

Q: How should service teams reduce complexity before adding more automation?

A: Start by removing context gaps.

Q: Why does fragmented service management slow identity governance?

A: Because governance decisions depend on context.

Q: What do teams get wrong about intelligent automation in operations?

A: They treat automation as a task efficiency problem instead of a context problem.

Practitioner guidance

• Map disconnected service workflows Identify where tickets, identity data, asset records, and endpoint telemetry are still being reconciled manually.
• Bind identity to service records Ensure request fulfilment, offboarding, entitlement changes, and licence decisions can be traced from a service record to the identity and asset involved.
• Review automation for context completeness Classify each automated workflow by whether it can make a safe decision with the data it can currently see.

What's in the full article

Matrix42's full blog covers the operational detail this post intentionally leaves for the source:

• How Matrix42 describes its integrated ITSM, ESM, SAM, and UEM model in operational terms.
• The specific way the vendor frames context-sharing across services, assets, endpoints, and identities.
• The quoted Research in Action observations that the post references only briefly here.
• The product roadmap detail behind the vendor's intelligent automation direction.

👉 Read Matrix42's analysis of why connectivity matters for intelligent service management →

Intelligent service management and the connectivity gap teams miss?

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