August 27, 2026
Nobody accepts the service
A project closes, the budget closes with it, and operations inherits a system nobody agreed to support. Go-live is a date. Acceptance is a control.
Insights
Tagged “service-management”
August 25, 2026
The runbook nobody reads
Every team I've run had a documentation problem, and none of them had a documentation problem. They had a "written by the wrong person at the wrong time" problem.
August 25, 2026
Vendors do what you inspect
On-time delivery went from under 20% to over 65% without renegotiating a single contract. What changed was what we measured, and who saw it.
May 25, 2026
What an SLA actually promises
A service level everyone reports green against and nobody trusts is worse than no service level at all.
May 5, 2026
Change governance without a committee
Half the change advisory boards I've seen approve everything and stop nothing. The board isn't the control — the risk assessment is.
Tell us what is breaking, what is slow, or what you are afraid to touch.
Every engagement starts with a conversation about outcomes, not hours. If we are not the right fit, we will say so.