Help up the hill…


Here are some links to eBooks, free downloads and other publications.

Rolling Uphill eBook

Transformation and Zero Trust White Paper

Introduction to the Unified Service Management Method

The book is available on Amazon here, or you can access the USM Portal and view the Library (free) or the Repository (subscription required).

Simplifying Government Services: Avoiding the Slippery Slope

Just a short eBook about process vs practice.

Customer Expectation Management, Success without Exception – Terry Schurter

Jobs to be Done Theory

Service Management’s Missing Link White Paper


(Establishing a Business Lane for your ITIL Road Map – An old Pocket Guide created many years ago when I was fascinated by the CEM method)

Establishing a Business Lane for your ITIL Road Map


USM Showcase on Vimeo