Change Enablement in a DevOps World: Replacing fear of change with velocity and trust
Change Isn’t the Enemy; Poor Change Management Is We’ve spent the past seven weeks reframing how modern ITSM works,...
Tom Lasswell
Infrastructure as a Product: Treating core systems with the same rigor as software
Infrastructure Is No Longer an Afterthought For the past six weeks, we’ve explored the foundations of modern ITSM, from...
Modern Service Desk Operations: From ticket takers to business enablers
The Frontline Just Got a Promotion For the last five weeks, we’ve laid the foundation. We explored what modern...
Guiding Principles as Decision Filters: Making faster, more intelligent choices across teams
When You Can’t Script Every Move, You Need a Compass In the last four weeks, we’ve built the ITSM...
The Service Value Chain: Using Engage, Plan, Build, and Support to run your ops
When Strategy Meets Chaos… You Need a Value Chain Over the past three weeks, we’ve: But let’s be honest,...
Governance Without Gridlock: Balancing agility and accountability in service delivery
From Strategy to Delivery… to a Full Stop? Over the last two weeks, we laid the groundwork: But here’s...
The Service Value System: How to connect strategy to execution through value streams
Welcome Back Last week, we discussed why ITSM still matters in a world filled with sprints, pipelines, and cloud-native...
Why ITSM Still Matters in a Cloud-Native, Agile, Multi-Framework World
“You can’t manage what you don’t define … and ITSM defines the value chain of modern business.” Technology is...
Customer-Centric Innovation: Leveraging Feedback for Product Development
In today’s fast-paced, competitive market, the key to sustainable success lies in the ability to innovate continuously. One of...
The Unsung Heroes: Recognizing the Backbone of Your Organization
Welcome to this edition of Insights at the Intersection, where we explore critical aspects of building and maintaining a...