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Insights
Notes from the practice — on service management, governance, audits and the parts of improvement work that nobody puts in the proposal.
August 24, 2026
Your SLA is green and your customer is angry
When the report and the relationship disagree, the report is usually measuring the wrong thing. A short note on rebuilding service level agreements around what the business actually needs.
August 24, 2026What ISO 42001 asks of a board
AI management systems are where information security stood fifteen years ago. Directors are being asked about AI now; here is what a management system standard actually expects of them.
August 24, 2026Nothing is more permanent than a temporary fix
A short piece on workarounds, problem management, and why the known error database is the most neglected asset in most IT operations.
August 23, 2026Hello world!
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