9 min read
When Dex Hands Off: Drawing the L3 Line Between AI and Your Best Engineers
AI L3 IT support escalation, defined: where Dex stops and a human engineer starts, the four conditions that trigger a handoff, and what ships with it.
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ITSM Modernization
8 posts on ITSM Modernization.
9 min read
Least Privilege by Default: How Dex Acts Without Standing Admin Access
Least privilege by default: how Dex executes real M365 work through scoped delegated permissions instead of standing global admin access.
Read post →8 min read
The 15-Second Relay: Whether Your Champion Can Explain Agentic IT Without You in the Room
How to explain agentic IT to stakeholders in one sentence your champion can repeat — and why 69% of buyers hit a message mismatch without it.
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When the CFO Vetoes: The Cost Math That Survives Procurement
The ROI of IT automation in the one block a CFO will actually read: cost per resolution against a seat-based floor, and why 49% of approved deals die.
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The Rollback Question: What Happens When an Autonomous IT Engineer Gets It Wrong
Autonomous IT engineer safety comes down to one question: what happens when it gets a call wrong? Where a wrong action is caught, contained, and reversed.
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Do I Still Need an ITSM If Dex Resolves Before the Ticket? A CIO's Decision Map
Do you still need an ITSM if agentic IT resolves before the ticket? Yes — here's the CIO decision map of what Dex eliminates and what stays the record.
Read post →7 min read
The Audit Trail Is the Product: Why 'Governed Autonomy' Is the Question CIOs Should Actually Ask
Skeptical CIOs ask 'can I trust autonomous IT?' The sharper question is 'can I prove what it did?' Auditability is what makes autonomy defensible.
Read post →10 min read
ITSM is a router. Agentic IT does the work. Here's when you need which.
ITSM and agentic IT are different categories solving different problems. Here's the category boundary, and the working model for running both.
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