Perspectives on IT operating model design, enterprise service management, AI-enabled service operations, and the executive-IT-conversation layer — drawn from 25+ years of doing the work.
Most failures look like model failures. They aren't. Three structural patterns behind AI deployments that fail at scale — and what to fix before the next wave.
The platform got deployed. The process docs got written. Six months later — nothing changed. Three recurring failure modes, from real engagement experience.
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 regularly on LinkedIn.