TBM financial planning gives IT and the business a shared view of spend, service value, and future investment. Here’s how it drives smarter strategy.
TBM Success – Part 2. Financial Planning and Strategic Impact Read More »
ITSM, TBM Success Series, Technology Business Management (TBM)
TBM success relies on the business view: cost, performance, and catalogue clarity. Here’s why your TBM model must start with what the business sees.
TBM Success – Part 1. What Success Looks Like from the Business View Read More »
ITSM, TBM Success Series, Technology Business Management (TBM)
Understanding the difference between a Service Catalogue and a Request Catalogue is essential for effective ITSM. This post explores why both matter, how they differ, and when to prioritise each, cutting through the confusion with practical insights.
Why Both Service Catalogue and Request Catalogue Matter Read More »
ITSM, Service Catalog, Service Strategy & Design
Discover why a defined ITSM strategy matters and how to build one that aligns with business outcomes
Why You Need an ITSM Strategy (Even If You Think You Don’t) Read More »
ITSM, Service Strategy & Design
DevOps in ITSM means more than automation, it’s about shared ownership, trust, and integrating operations early. Here’s why it matters.
Part 1. Breaking the Wall | DevOps and the Realities of ITSM Read More »
DevOps, ITSM
A catalogue should reflect the services your business delivers to its customers. Anything else is just documentation, not service definition
Why There’s Only One True Single Service Catalogue Read More »
ITSM, Service Catalog
Why I use the USM definition of a service instead of ITIL’s, clarity, structure, and better operational results. A supported facility just makes more sense.
Why I Prefer USM’s Definition of a Service Over ITIL’s Read More »
ITSM, Universal Service Management, USM
What is a service in ITSM? is a surprisingly complex question. This post breaks it down without the waffle focusing on what users actually care about, outcomes
What Is a Service in ITSM? Read More »
ITSM, Service Catalog, Service Delivery & Operations
I once worked for a large enterprise that “implemented ITIL” and in my opinion got it wrong. Here’s why doing ITIL isn’t the goal, and what matters instead.
ITIL Isn’t Something You Do | A Lesson from the Inside Read More »
ITIL, ITSM, ITSM Frameworks
A personal reflection on the importance of humanity at work on why gaslighting thrives in poorly designed systems, how psychological safety transforms teams, and what organisations must do to protect people, not just processes.
Why Humanity at Work Matters Read More »
Culture and System Design, Leadership & Strategy, Wellbeing at Work