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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.
Ensure continued business justification: the Emergency Services Network and the milestone that meant nothing
A supplier had been paid for 85 per cent of its contractual milestones by value while the network remained undelivered. Ten years late and still running, ESN is the clearest available lesson in what happens when a business case stops being tested.
September 19, 2026When the outage is national news: major incident management at Rogers and Optus
Two national telecom outages, sixteen months apart, on two continents. Both took down emergency calling. Both had incident teams who could not talk to each other. Neither failed for want of a runbook — and both are now taught by regulators.
September 5, 2026AI-native service management: the six Cs, and the governance ITIL 5 now expects of you
ITIL 5 calls itself AI-native and ships a separate AI Governance certification. Behind the vocabulary sits a question every service desk is about to face: when the assistant gives a customer the wrong answer, who is accountable? A Canadian tribunal has already ruled.
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 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, 2026Your 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 23, 2026Hello world!
Welcome to WordPress. This is your first post. Edit or delete it, then start writing!
August 22, 2026Sustainability became a project variable. Now somebody has to set a tolerance on it
PRINCE2 7 added a seventh performance aspect and nobody quite knows what to do with it. A tolerance you cannot breach is not a tolerance — it is a hope. Here is how to make sustainability behave like the other six, and why Indian boards will ask about it before your project board does.
August 8, 202631 December 2026: the PRINCE2 Agile deadline most people have missed
Vouchers for PRINCE2 Agile Version 1 stopped being sold on 30 June 2026. The last day to sit a V1 exam is 31 December 2026. There is no bridging exam — but your V1 certificate is worth more than you think, and only until it isn't.
July 25, 2026Discover to Support: ITIL 5’s eight-stage lifecycle, and the stage it forgot
ITIL 5 replaces the six value chain activities with an eight-stage product and service lifecycle. Two of the changes fix genuine defects in ITIL 4. One omission is glaring — and a bank holiday Monday at UK air traffic control shows why the stages you separate determine the failures you can see.