Simplifying Service Management
There, I said it.And before the comment section lights up like a slot machine in Reno, let me clarify: I don’t miss the billing. I don’t miss the hold music. I don’t miss arguing with a disembodied voice about long-distance charges that appeared like crop circles. What I miss is competence. There was a time—kids, … Continue reading I Miss the Phone Company
Digital Control and Human Coherence: A Strange Case of HR, IT While I’m not really posting ‘Mindful Mondays’, I remain mindful at the beginning of the week, and this is where I wound up today. There’s a cruel irony at the heart of corporate transformation.We’ve spent two decades automating everything that moves — automating trust, … Continue reading The Last Great Transformation
💥 Salesforce just swaggered into ITSM like a Wall Street banker at a service management cocktail party — waving promises of “agentic IT” while sharpening the beak of another vampire squid. And the last thing the enterprise needs is another vampire squid wrapped in code. We’ve already got enough of them sucking the life, money, … Continue reading Salesforce just entered ITSM
Runnin’ outta steam here, and still blogging mostly alone.
The wolves are at the door, my friends, and they’re wearing enterprise software badges. You’ve been strip-mined by “strategic partners” who grin like Cheshire cats while jacking up license fees and selling you the same shiny turds in different packaging. And still—you keep feeding them. Then Halo comes along and rattles the cage with an … Continue reading Where Are You?
Somewhere between a smoldering Jira backlog and a half-baked Agile standup, I found myself staring into the abyss — or maybe it was just a foggy PowerPoint slide. Either way, it hit me: service management isn’t about process maturity or tool integration. It’s about duality. Tension. Opposing forces that don’t cancel each other out — … Continue reading A Weird Scene Inside the Gold Mine: Through the Yin-Yang Looking Glass of USM
LinkedIn removed this post — [Only you can see this newsletter. It’s been removed because it goes against our Professional Community Policies.] It started, as these things do, in a haze of coffee fumes and existential dread at an Open Service Community (OSC) meetup—a handful of grizzled veterans debating the next implosion of service management. … Continue reading AI, USM, and the Coming Apocalypse
If Raoul Duke worked for NIST, he might have written something like this. I’m looking forward to switching to the Mets and ignoring this chaos for a while. There’s a sick kind of poetry to this country’s perpetual failure to understand technology. You’d think after Snowden, Clinton’s emails, the OPM breach, and the Chinese balloon … Continue reading IT isn’t Office Furniture
This is a post from almost 2 decades ago on the ‘savage journey’ blog. While we’ve come a long way, the truth is we will always be on a series of endless, uphill rolls. It’s OK — there will always be times when the hill is steeper than usual. The continuous improvement beast is relentless, … Continue reading Let’s Kill Incident Management…
Regardless of who coined the phrase “strategy eats culture for breakfast”, it reminded me that sometimes things just won’t work.