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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,…
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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,…
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The real legacy isn’t a ballroom in the White House. It’s a grammar of sanity — a management system that lets future generations keep the lights on without worshiping the electricians.
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💥 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,…
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Runnin’ outta steam here, and still blogging mostly alone.
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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…
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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 —…
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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.…
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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…
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It’s been a while since I thought about monitoring, and most recognize its importance to service management. What’s not so obvious is why traditional practice frameworks are proving insufficient. The modern digital landscape is characterized by rapidly evolving technologies, increasingly complex systems, and ever-rising user expectations. In this environment, traditional IT Service Management (ITSM) approaches,…
