Weekly perspectives on ITSM modernization, digital workplace strategy, AI-enabled service delivery, and IT operating model design — from 25+ years of doing the work.
The platform got deployed. The process docs got written. Six months later — nothing changed. Three recurring failure modes, from real engagement experience.
Every CIO has a DEX initiative on the roadmap. Most are buying tools. Few are diagnosing the actual friction. The difference determines whether the investment lands.
An ITSM assessment is only as good as the clarity you bring into it. Most organizations start with the wrong scope — and spend 8 weeks confirming what they already knew.
New perspectives on IT operating model design, service management, and AI strategy — published weekly on LinkedIn.