Over Jeroen van Craaikamp

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So far Jeroen van Craaikamp has created 30 blog entries.

25 AI Support Agent Conversation Examples

AI Support Agent Conversation Playbook – Multilingual IT Support via Microsoft Teams Overview This playbook provides 25 conversation examples for a multilingual AI agent that supports users via Microsoft Teams across the following IT domains: • End-User Devices • Identity & Access Management • Business Applications • Networking & Telecommunication • Collaboration Tools • [...]

Door |2025-06-01T21:34:20+02:00juni 1st, 2025|Uncategorized|0 Reacties

Aligning APM, DPM, SCM, AI and CMDB

Each IT management framework has its distinct definitions, glossaries, and fanbase. And guess what? These often don't align or match with each other. Initially people differentiated between software and hardware. With the advent of massive Outsourcing, Cloud Services, and APIs, people began to distinguish between applications and infrastructure that could both be offered/consumed "as a [...]

Door |2025-06-01T21:16:03+02:00mei 31st, 2025|Uncategorized|0 Reacties

Enterprise Service Mngt (ESM) Capabilities?

Employees of an Enterprise typically consume Enterprise-wide capabilities that Fulfillers and AI Agents enable. The FullFillers and AI-Agents are platform-agnostic and consume data from Systems of Record (SoR), and interact with Systems of Engagement (SoE).Agentic AI itself does not employ a hard-coded process flow; instead, it reasons and determines its next steps/actions based on real-time [...]

Door |2025-05-29T16:57:26+02:00mei 29th, 2025|Uncategorized|0 Reacties

Digital Product Management

Traditional IT models—based on projects, applications, or services—are struggling to keep pace with the demands of modern, digital-first enterprises. These older approaches lack the adaptability, customer focus, and continuous delivery needed today. A product-centric approach addresses this by aligning IT around ongoing value, end-user outcomes, and full-lifecycle accountability. 🔄 Limitations of Traditional IT Models Projects [...]

Door |2025-05-29T09:43:21+02:00mei 29th, 2025|Uncategorized|0 Reacties

What are AI Agent Cards in A2A?

An AI Agent Card is a structured, discoverable configuration file—essentially a digital resumé in YAML+ format—that describes an AI Agent according to the Agent-to-Agent (A2A) Protocol. It typically includes metadata such as the agent’s name, provider, capabilities, skills, API endpoint (URL), authentication mechanism, tags, and governance characteristics. These cards are either served directly by [...]

Door |2025-05-17T13:52:53+02:00mei 17th, 2025|AI4IT|0 Reacties

ServiceNow published CSDM 5

On May 8, 2025, ServiceNow released its long-anticipated Common Service Data Model (CSDM) 5 white paper. This 63-page document marks a significant evolution of the data model that underpins many ServiceNow implementations across IT organizations globally. CSDM 5 introduces a refined structure consisting of seven domains, each representing a core capability area: Ideation & [...]

Door |2025-05-11T23:37:01+02:00mei 11th, 2025|IT4IT, TBM/CSDM/CMDB|0 Reacties

ServiceNow AI, Update April 2025

This article outlines key developments and expectations in the rapidly evolving world of AI—particularly as it is being embedded and operationalized within the ServiceNow platform. By now, most professionals have interacted with some form of Generative AI—be it Co-Pilot, ChatGPT, Gemini, LLaMA, DeepSeek, or others. Many have also activated NOW Assist within ServiceNow and [...]

Door |2025-05-17T13:53:39+02:00april 18th, 2025|AI4IT|0 Reacties

AI will reduce Total Cost of Ownership of IT between 25% and 40% by 2030

Many people are currently producing business cases for AI in IT. In this article the considerations and a rough outline of the changing costs. is provided Of course, each organization and each AI implementation are different. The rough numbers here must be customized for your use cases and the current and future state that [...]

Door |2025-05-17T13:57:27+02:00maart 19th, 2025|AI4IT|0 Reacties

ServiceNow Labor & Contractor Rates, Benchmark January 2025

In another article ChatGPT generated a proposal on how to implement, maintain and innovate a ServiceNow Platform. In this article you can find the average rates that were used by ChatGPT for that article per role, differentiating on seniority/experience and sourcing model. DISCLAIMER: the figures herein are indications. actual figures are subject to variations (up [...]

Door |2025-05-17T14:12:14+02:00januari 13th, 2025|Publication|0 Reacties

Proposal for ServiceNow Platform Technical Agile ITSM Implementation

There are several ways to approach sourcing for a ServiceNow project in the Netherlands. You can opt to manage it internally, bring in temporary expertise, or partner with one of the Big Five consultancies—be it through local, nearshore, or offshore resources. Each of these options comes with its own set of pros and cons. Factors [...]

Door |2025-05-17T14:12:26+02:00januari 13th, 2025|ServiceNow|0 Reacties

CMDB Variations: Why One Standard Does Not Fit All

Organizations frequently experience confusion regarding Configuration Management Databases (CMDB's). This confusion arises because there is currently no single, universally followed standard. Various authorities, governance bodies, auditors, and technology vendors have each introduced overlapping frameworks. As a result, the definitions of key concepts—such as Configuration Items, CMDBs, and Assets—often differ depending on the source. Even within [...]

Door |2025-05-17T14:12:45+02:00januari 5th, 2025|ServiceNow|0 Reacties

One Real-time Configuration and Asset Database for the Enterprise?

The Future of Configuration and Asset Databases (CADB) in an AI-Driven IT Landscape: A Vision for 2027 In today's rapidly evolving IT environment, traditional Configuration Management Databases (CMDBs) are increasingly falling short. They lack fine-granular data, are rarely updated in near real-time, and struggle to keep pace with the fragmented nature of modern IT [...]

Door |2025-01-05T16:32:56+02:00januari 3rd, 2025|IT4CSM, IT4ESM|0 Reacties

Can we talk about the elephant in the room?

As you may have noticed, things are rapidly changing in IT. The biggest change is the automation of tasks that used to be done manually. New frameworks such as DevSecOps and new Technologies such as AI are emerging, It probably is not discussed publicly that billions of Euros investments in legacy technologies/practices will vaporize [...]

Door |2025-01-02T14:19:51+02:00december 26th, 2024|IT4ESM|0 Reacties

Business Capabilities for the Enterprise Support Domain

At the end of the year, some look back and—more importantly—some look forward. I did both. When looking backward, I noticed many people complaining about getting value for money from their IT4IT investments. After two decades, Gartner stopped publishing the Magic Quadrant for ITSM tools. Configuration Management (as a process to maintain CMDB content) is [...]

Door |2025-01-04T15:52:18+02:00december 25th, 2024|IT4ESM|0 Reacties

The ultimate list of (700+) IT Management Tools, December 2024

Below is an overview of 727 IT management tools meticulously grouped into eight primary categories. This compilation highlights the breadth and depth of the IT management landscape, from strategic planning and governance to day-to-day operations and security oversight IT Enterprise Architecture (EA) – 33 Tools Focused on aligning technology strategies with overarching business objectives, [...]

Door |2025-05-17T14:14:40+02:00december 24th, 2024|IT4IT, Uncategorized|0 Reacties

From IT Service Management to Enterprise Service Management

The landscape of IT management is undergoing a seismic shift. Traditional IT service management (ITSM) tools, once the backbone of IT operations, are no longer sufficient to meet the growing demands of modern organizations. Technologies such as Enterprise Architecture (EA) tools, Observability platforms, Artificial Intelligence (AI), Continuous Delivery as a Service (CDAAS), SecOps, and DevOps [...]

Door |2024-12-24T15:31:19+02:00december 24th, 2024|IT4ESM|0 Reacties

How to implement a Joiner, Mover and Leaver Process?

Here’s an integrated overview of how your enterprise will handle the Joiner, Mover, and Leaver (JML) processes, utilising Workday, Azure AD, Saviynt, Intune, JAMF, Ariba, ADP, and ServiceNow while addressing all requested elements. 1. Joiner Process (Onboarding) 1.1 Triggering the Process Permanent Staff: Workday acts as the source of truth for HR master data. A new hire record is created [...]

Door |2024-12-23T19:14:19+02:00december 23rd, 2024|Uncategorized|0 Reacties

Enterprise Service Management

Enterprise Service Management (ESM) is the practice of applying service management principles—traditionally used in IT Service Management (ITSM)—to other areas of an organization, such as HR, finance, facilities, legal, or customer service. Essentially, it extends ITSM's structured approach to managing and delivering services across the entire enterprise. Key Features of ESM Unified Service Delivery: ESM [...]

Door |2024-12-20T21:38:14+02:00december 14th, 2024|IT4ESM|0 Reacties

A new era for Configuration Management: The Zero Touch CMDB

What was once known as ITIL configuration management no longer exists in the same form or approach. However, the core principles – recording what will come, what currently exists, and what once was – remain intact. Those familiar with PRINCE2 might recall that it also had a configuration management component, though its meaning differed from [...]

Door |2025-05-17T14:14:54+02:00november 30th, 2024|IT4IT, TBM/CSDM/CMDB, Uncategorized|0 Reacties

Transition from “obligations of means” to “obligations of result”

Companies typically innovate and maintain hosted solutions that differentiate them from the competition, often with support from the Platform Supplier or a 3rd Party. Ever-changing business requirements drive the rapid innovations of these solutions. Commodity solutions, on the other end, are frequently innovated and maintained by Managed Service Providers and often are consumed “as [...]

Door |2024-11-30T03:38:23+02:00november 27th, 2024|ServiceNow|0 Reacties

Best Practice Data Model tips for ServiceNow (CSDM 5.0)

Introduction In the expansive world of ServiceNow, structure and clarity are key. ServiceNow's Common Service Data Model (CSDM) offers a recommended framework to bring order to IT ecosystems. While the CSDM is sound, it leaves considerable room for interpretation—making consistent application across an enterprise crucial for achieving meaningful results. Based on best practices and experience, [...]

Door |2024-11-13T13:21:40+02:00november 13th, 2024|ServiceNow, TBM/CSDM/CMDB|0 Reacties

Nieuwe Regels voor Arbeidsrelaties: Handhaving Wet DBA en de Introductie van Wet VBAR

Met de regulering van arbeidsrelaties wil de overheid meer duidelijkheid en zekerheid bieden over de juridische positie van opdrachtgevers en opdrachtnemers. Door de handhaving van de Wet DBA en de introductie van de Wet VBAR wil zij schijnzelfstandigheid tegengaan en ervoor zorgen dat werkenden binnen het sociaal zekerheidsstelsel blijven. De uiteindelijke doelstelling is een transparante [...]

Door |2024-11-13T13:12:10+02:00november 5th, 2024|Information|0 Reacties

How to Manage Innovation and Maintenance of the ServiceNow Platform

I often get asked how to best manage the ServiceNow Platform. I typically advise the following basic concept and then customize my advice to make it fit for purpose and audience: First get the recommended Principles endorsed up to CIO/CTO Level. ServiceNow is a platform that enables market standard practices, out of the box. The [...]

Door |2024-11-29T19:41:41+02:00november 3rd, 2024|ServiceNow|0 Reacties

How to Qualify as an Independent Entrepreneur for Freelance Assignments in the Netherlands?

The Dutch government plans to replace the current DBA Law from 2016 with the new DBVAR Law. The new law will take effect on January 1st. 2025, and, unlike the old DBA Law, will be enforced by the Dutch government as well. The primary goal is to combat false self-employment, protect vulnerable freelancers, and ensure [...]

Door |2024-11-13T13:13:01+02:00augustus 18th, 2024|Information|0 Reacties
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