IT Service Management done well: service design, JSM, governance and operating models.
47 posts
When 47 SaaS platforms, three cloud providers, and two managed service partners collide, complexity ...
Sep 16 2026
Read: 6 minutes
A register with ninety open entries and no ranking is functionally the same as no register at all. C...
Series: The Improvement Engine, #3
Sep 15 2026
Read: 9 minutes
Most service management reporting has no shortage of numbers. What it lacks is a number anybody deci...
Series: The Improvement Engine, #2
Sep 08 2026
Read: 10 minutes
AI services aren't exempt from change management — they're the most compelling argument for it. Here...
Sep 02 2026
Every organisation has an improvement register and most of them stopped moving months ago. The cause...
Series: The Improvement Engine, #1
Sep 01 2026
Security belongs in the pipeline, not at the end of it — here is how DevSecOps embeds it at every st...
Aug 26 2026
SLAs measure what happened. XLAs measure how it felt. Here's why Experience Level Agreements are bec...
Series: XLAs, #3
Aug 19 2026
Read: 11 minutes
SRE bridges the historical gap between software development and operations — here's what it means in...
Aug 12 2026
The integration of ITSM frameworks with DevSecOps practices is redefining how organisations handle t...
Aug 05 2026
Read: 18 minutes
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
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
Major incident management is the discipline that exposes every weakness in your service organisation...
Jun 30 2026
Read: 8 minutes
Problem management is the practice most organisations claim to do and very few actually practise, an...
Jun 29 2026
Read: 7 minutes
Complexity tends to accumulate quietly in service management, so here I make the case for keeping th...
Jun 16 2026
Agentic AI and the emerging Zero Ticket IT concept are challenging the ticket-centric operating mode...
Series: AI, #3
Jun 15 2026
The role of IT Service Architect sounds fun on a LinkedIn profile and feels considerably less fun on...
Jun 08 2026
What if your Service Design Document was a living, version-controlled artefact instead of a Word fil...
Series: Service Design as Code, #1
May 04 2026
A breakdown of the key differences between ITIL® 4 and ITIL® (Version 5), what has changed, and what...
Apr 27 2026
How Artificial Intelligence Enhances IT Service Management...
May 02 2025
Read: 4 minutes
Using Service Architecture to improve your business...
Apr 21 2025
AI-Driven ITSM for Enhanced Efficiency and User Experience...
Series: AI, #1
Feb 26 2025
Read: 2 minutes
Efficiency through automation...
Series: JIRA Service Management, #11
Feb 25 2025
Premium Features (Part 3)...
Series: JIRA Service Management, #10
Feb 18 2025
The Benefits of Applying Ichi-go Ichi-e to IT Security Operations...
Series: Service Excellence, #8
Feb 16 2025
Read: 3 minutes
The Benefits of Applying Ichi-go Ichi-e to IT Operations...
Series: Service Excellence, #7
Feb 15 2025
The Benefits of Applying Ichi-go Ichi-e to DevOps...
Series: Service Excellence, #6
Feb 14 2025
The Benefits of Applying Ichi-go Ichi-e to ITSM Change Management...
Series: Service Excellence, #5
Feb 13 2025
Premium Features (Part 2)...
Series: JIRA Service Management, #9
The Benefits of Applying Ichi-go Ichi-e to ITSM Incident Management...
Series: Service Excellence, #4
Feb 12 2025
Embracing A Unique Approach to Service Request Management...
Series: Service Excellence, #3
Feb 11 2025
Enhancing ITSM Engagement...
Series: Service Excellence, #1
Feb 09 2025
Measuring Ichi-go Ichi-e in an ITSM Environment Using XLAs...
Series: Service Excellence, #2
Premium Features (Part 1)...
Series: JIRA Service Management, #8
Feb 07 2025
Agent Portal Guide...
Series: JIRA Service Management, #7
Jan 12 2025
Read: 30 minutes
User Portal Guide...
Series: JIRA Service Management, #6
Jan 08 2025
User Access Management...
Series: JIRA Service Management, #5
Jan 05 2025
Read: 12 minutes
Project Settings (Part 3)...
Series: JIRA Service Management, #4
Jan 04 2025
Project Settings (Part 2)...
Series: JIRA Service Management, #3
Jan 03 2025
Project Settings (Part 1)...
Series: JIRA Service Management, #2
Dec 30 2024
Introduction to JSM...
Series: JIRA Service Management, #1
Dec 24 2024
Read: 15 minutes
Governing AI in the enterprise...
Series: AI, #2
Mar 26 2024
Anachronism or still relevant?...
Aug 28 2023
Breaking down an XLA...
Series: XLAs, #2
Aug 10 2023
How to work more closely together…...
Jul 25 2023
What is it and what should be included?...
Jul 13 2023
Avoiding watermelons......
Series: XLAs, #1
Jul 06 2023
What is its and why should you care about it?...
Jun 29 2023
Read: 5 minutes
