Information technology service management (ITSM) is characterized by standardized processes and governance arrangements that ensure reliable service delivery while simultaneously enabling continuous improvement and innovation. As organizations explore AI-based support within established ITSM contexts, questions arise regarding how AI reshapes the balance between exploitative and explorative activities in service work.

Our recent study investigates how AI-based support interacts with organizational conditions to shape ambidextrous ITSM practices. Drawing on 35 qualitative interviews across five companies, we adopt a configurational perspective to examine AI-related statements across five organizational dimensions, highlighting governance-related and processual patterns of AI enactment across different configurations. 

Our findings show that AI functions as a socio-technical element whose role is configuration-specific and context dependent. Conceptualizing ITSM as a practical organizational frame in which AI shapes the coordination of exploitative and explorative activities, the study contributes to organizational ambidexterity research by explaining the configuration dependent role of AI in ITSM.

I am happy that our paper “Governing AI in IT Service Management: Organizational Conditions for Ambidextrous Practices” has been accepted for presentation at the 21st International Conference on Wirtschaftsinformatik (WI 2026) that will take place in September 2026 in Linz, Austria.

E-Money Tokens (EMTs) have emerged as a regulated category of crypto-assets under the European Markets in Crypto-Assets Regulation (MiCAR), combining stable value with a legal right of redemption at par. Although MiCAR requires issuers to disclose relevant risks, the technical risks affecting EMT redemption remain fragmented and not sufficiently understood. 

Our recent article addresses this gap by examining how issuers disclose technological risks and corresponding mitigation measures in EMT whitepapers. Drawing on 21 whitepapers from 12 EU-based EMT issuers, we apply Gioia-based qualitative coding and use the Echelon Design Science Research approach to derive and evaluate design objectives for EMT processing information systems. 

The analysis identifies five design objectives: ensuring technical availability, participating in DLT governance, monitoring and auditing the redemption environment, establishing operational integrity, and preparing contingencies for unmitigable risks. The findings contribute to design knowledge research and provide practical guidance for building secure, resilient, and MiCAR-compliant EMT redemption infrastructures.

I am happy that our paper “Toward Reliable E-Money Token Redemption: Design Objectives for Technical Risk Mitigation” has been accepted for presentation at the 21st International Conference on Wirtschaftsinformatik (WI 2026) that will take place in September 2026 in Linz, Austria.