What enterprise IT gets wrong about build versus buy
Most enterprise IT teams instinctively reach for one answer when they need new automation: build it themselves. Control, security and customization all feel safer in-house and IT already proves the value of automation daily. Done well, AI agents can proactively monitor and heal systems before issues occur, point users to known fixes and resolve tickets automatically.
For CIOs committed to ITSM automation, the question is no longer whether to automate — it’s whether to build the AI agents and automation themselves or buy a purpose-built solution.
DIY was once a strategic necessity — now, it’s a bottleneck to scale
The DIY instinct has deep roots. For decades, packaged software often felt too generic, rigid, or siloed — pushing teams toward custom-built tools that matched their workflows precisely. In 2026, 56% of enterprises still prefer homegrown applications over purchased ones.
While the desire for control remains relevant, the budget math, domain...
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