ITSM

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

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

Service Design as Code: The Future of Consistent IT Service Delivery

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

Read: 7 minutes

ITIL® 4 vs ITIL® (Version 5): Key Differences Explained

A breakdown of the key differences between ITIL® 4 and ITIL® (Version 5), what has changed, and what...

Apr 27 2026

Read: 10 minutes

AI driving ITSM

How Artificial Intelligence Enhances IT Service Management...

May 02 2025

Read: 4 minutes

Embracing Service Architecture

Using Service Architecture to improve your business...

Apr 21 2025

Read: 4 minutes

Embracing the future

AI-Driven ITSM for Enhanced Efficiency and User Experience...

Series: AI, #1

Feb 26 2025

Read: 2 minutes