How to operationalize experience level agreements without turning them into vanity metrics IT service management has treated SLAs like the scoreboard for decades. Tickets closed on time. Response windows met. Mean time to resolve trending down. On paper, everything looks healthy. Then a user says, “I lost half a day to this!” That is the …
A new year has a way of inviting a quick reset. Not a dramatic overhaul, just a moment to take stock of what is working and what no longer needs our energy. The year ahead will likely reward consistency more than hype. Showing up, taking care of people, and making steady improvements still matter. Small …
Reimagining Service Management for a Cloud-Native World In today’s fast-paced IT environments, the traditional help desk is starting to look like a relic. Service tickets still exist, but they’re no longer the centerpiece of IT Service Management (ITSM). As organizations migrate to cloud-native architectures and embrace agile delivery models, legacy ITIL frameworks built around static …
Enterprises now operate in fragmented environments that span Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), and legacy on-premises systems. Each platform introduces its own configuration paradigms, permission models, APIs, and compliance obligations. This poly-cloud reality has made governance incredibly complex, and it’s pushing organizations to rethink how they manage risk, security, and …
Wishing a Merry Christmas to everyone celebrating, and sending sincere holiday cheer to all of you, wherever and however you’re marking the season. There is something about the holiday that invites a reset. It nudges us toward what matters most. Choosing hope when it is easier to be skeptical. Giving freely instead of holding back. …
How Do We Stay Audit-Ready Without Slowing Innovation? Enterprise IT is evolving faster than ever. Infrastructure now spans on-premise data centers, public and private clouds, hybrid workloads, and edge deployments. These are all operating at a scale and speed that would have been unthinkable a decade ago. But as complexity increases, so do regulatory expectations. …
Happy Hanukkah to everyone celebrating, and warm holiday wishes to all of you, whatever your traditions look like this time of year. Hanukkah always strikes me as a quietly powerful reminder that light is not just something we admire. It is something we practice. One candle becomes two, then four, then eight, and suddenly the …
How CIOs and IT executives navigate ethics, digital trust and innovation The pace and scale of change in information technology are dizzying. From generative AI and automated decision‑making to pervasive data collection and edge‑to‑cloud networks, the domain is moving faster than often the institutions built to govern it. For IT executives this raises a vital …
As cloud-native architectures mature, many DevOps teams are hitting a ceiling. What once served as a nimble bridge between development and operations is now straining under the weight of complex tooling, fragmented workflows, and growing scalability demands. Platform engineering is emerging as a strategic evolution, designed to restore developer velocity, drive consistency, and support enterprise-scale …
In today’s digital enterprise, knowledge is as valuable as any of our physical asset. Yet, managing this knowledge, especially the kind that exists only in the minds of experienced personnel, remains a challenge. Tribal knowledge and siloed information have long plagued IT departments. Now, with the rise of generative AI and large language models (LLMs), …