Practical thinking on ITSM, ESM, AI readiness and the future of enterprise service management. Written by practitioners, for practitioners.
I failed my GCSEs. Here's why an accidental career, and some very lucky informal mentoring, convinced me we needed to build something more deliberate.
Read article →We ask leadership how mature their ITSM is. Then we ask the people doing the work. The gap between those two answers is one of the most revealing things we see.
Read article →In 2026 I sat with a 10,000 user enterprise and asked to see their service catalogue. There was not one. Here is why this keeps happening.
Read article →We have moved away from framework-based assessments and launched our own independent measurement model. Thirty disciplines, twelve years of practitioner experience, and a platform built to match.
Read article →AI underperforming? The technology is rarely the problem. In almost every case we see, it comes down to the same five ITSM foundation failures, and the fix has to happen before the AI investment, not after.
Read article →Most organisations choose a tool before knowing what they need it to do. We look at why that happens, what it costs, and the requirements work that should come first.
Read article →Knowledge management initiatives get funded, launched and quietly abandoned. The reason is rarely the tooling or the process. It is that people are afraid to share what they know.
Read article →Internal assessments aren't wrong, they're structurally limited. Why self-assessment produces biased results, and what a consultant-led assessment does differently.
Read article →What the process actually involves, what you can honestly learn from assessing yourself, and where self-assessment hits its limits. Includes our free 2-minute scorecard.
Read article →Most organisations significantly overestimate their ITSM maturity. After a decade of independent assessments, we explain what each maturity level actually looks like on the ground, and the indicators that reveal the truth.
Read article →ITIL 4 introduces a comprehensive framework of 34 management practices and guiding principles. A practical overview of what's changed, what's stayed the same, and what it means for your organisation.
Read article →We were sceptical but AI is no longer a futuristic concept. It's here, making a genuine impact across service desks, change management and knowledge management. Here's what we're seeing.
Read article →Despite its proven critical role in ITSM and years of best practice guidance, knowledge management remains one of the most consistently underinvested areas. We look at why, and what to do about it.
Read article →Following our article on why ITIL v3 still has its place, we look at how ITIL 4 builds on those foundations with a genuine customer-first evolution, and where organisations should focus their energy.
Read article →For global organisations with locally managed operations, the choice between centralised and decentralised ITSM is rarely straightforward. We explore the trade-offs and what actually works in practice.
Read article →Best practice is a starting point, not a destination. We explore why the most effective ITSM implementations are those that apply best practice pragmatically, adapted to the specific context.
Read article →CMDB projects have a well-deserved reputation for going wrong. We look at the most common failure modes and what organisations can do differently to make their CMDB a genuine operational asset.
Read article →Technical rigour matters, but the organisations that improve fastest are those that pair strong process thinking with genuine people skills. A reflection on what makes ITSM consultancy actually work.
Read article →In the rush to adopt ITIL 4 and the latest frameworks, it's easy to overlook the enduring value of ITIL v3 fundamentals. We make the case for why the basics still matter.
Read article →The Configuration Management Database is often treated as an administrative overhead. We explain why a well-maintained CMDB is actually a strategic enabler for IT and across the enterprise.
Read article →We have a confession. Most of what we do is not new, exciting or difficult. It is old, boring ITSM, and getting it right is what actually moves the dial.
Read article →Experience Level Agreements are gaining traction, but many organisations struggle to know where to begin. We share a practical starting point based on what we've seen work in practice.
Read article →Change management is one of the most widely adopted ITIL practices, and one of the most consistently misapplied. We look at the most common pitfalls and how to avoid them.
Read article →The pressure on IT organisations to be genuinely customer-focused is increasing. We look at what that actually means in practice and what it takes to make the shift successfully.
Read article →ITSM has emerged as a crucial framework for delivering high-quality IT services. We explore how organisations can use it as a foundation for genuinely customer-centric service delivery.
Read article →Enterprise Service Management continues to be a hot topic with our clients. We share our latest thinking on how ITSM thinking and tooling can be extended effectively across the wider organisation.
Read article →The relationship between ITSM and enterprise architecture is often overlooked. We explore why the two disciplines are more closely connected than most organisations realise.
Read article →We often write about starting improvement journeys with a benchmarking assessment. Here we go deeper into why a structured, evidence-based starting point makes such a significant difference to outcomes.
Read article →Enterprise Service Management platforms get enormous investment at implementation and almost none afterwards. We look at why that guarantees an expensive relaunch.
Read article →Routing every monitoring alert into the incident queue is one of the most common ITSM integration mistakes. We look at why it happens and what to do instead.
Read article →Our insights are intentionally generic. If you want our view on your specific ITSM challenges, a diagnostic call is the fastest way to get it.
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