All Posts

ITSM and the SaaS Dilemma: Getting Governance Right

SaaS has upended traditional ITSM practices — you no longer own the infrastructure, control the chan...

Jul 15 2026

Read: 8 minutes

Service Design as Code: Tooling Recommendation and Setup Guide

The right tooling makes the PoC achievable — the wrong tooling makes it a project in itself. Here's ...

Series: Service Design as Code, #3

Jul 08 2026

Read: 20 minutes

Service Design as Code: A Practical Guide to the Proof of Concept

The concept is one thing; proving it is another. Here's a complete twelve-week Proof of Concept for ...

Series: Service Design as Code, #2

Jul 01 2026

Read: 18 minutes

The Major Incident: When Everything Is on Fire and Everyone Is Watching

Major incident management is the discipline that exposes every weakness in your service organisation...

Jun 30 2026

Read: 8 minutes

Feature Flags Done Properly: From Toggles to Trust

Feature flags promise safe, gradual delivery, but left unmanaged they become a second codebase nobod...

Jun 29 2026

Read: 6 minutes

Problem Management: The Discipline Everyone Skips and Always Regrets

Problem management is the practice most organisations claim to do and very few actually practise, an...

Jun 29 2026

Read: 7 minutes

The Case for Simplicity in ITSM

Complexity tends to accumulate quietly in service management, so here I make the case for keeping th...

Jun 16 2026

Read: 6 minutes

Zero Ticket IT and Agentic AI: The End of the Ticket-Centric Model?

Agentic AI and the emerging Zero Ticket IT concept are challenging the ticket-centric operating mode...

Series: AI, #3

Jun 15 2026

Read: 8 minutes

A Day in the Life of an IT Service Architect

The role of IT Service Architect sounds fun on a LinkedIn profile and feels considerably less fun on...

Jun 08 2026

Read: 10 minutes