Practical thinking on ITIL, AI in service management, continual improvement, and building IT organizations that actually deliver value.
PeopleCert released ITIL (Version 5) Foundation on February 12, 2026. New 8-stage lifecycle, 6C AI Capability Model, all 34 practices retained. Here's what changed, what stayed, and what ITIL 4 holders must do next.
Read ArticleYour ITSM tool generates hundreds of reports. These are the only five numbers that tell you if IT is actually working — MTTR, change failure rate, FCR, incident recurrence, and cost per ticket by channel.
Introducing the Configuration Service Dependency Network (CSDN) — the living graph architecture that replaces the CMDB for the AI era. A blueprint for IT leaders ready to move beyond configuration databases.
Stop justifying CMDB fixes as data hygiene. Here's the three-part ROI framework — incident cost avoidance, change failure reduction, and the lost time tax — that turns a technical problem into a board-level business case.
80% of CMDB projects add no measurable business value. The failure mode isn't process — it's that humans can't maintain graph-scale relational data in real time. AI can. Here's what continuous reconciliation actually looks like.
AIOps, generative AI service desks, predictive analytics for change management — the transformation is already underway. A clear-eyed guide to what's real, what's hype, and what to do about it.
From Incident Management to Continual Improvement — how to inject AI into each ITIL practice without blowing up your processes or your team's trust.
The CI register. The PDCA cycle. The 7-step improvement model. Why most organizations treat continual improvement as a box to check — and how to make it the engine driving everything else.
SLAs are lagging indicators. Your CFO doesn't care about uptime percentage. Here's how to frame IT outcomes in terms of business value — and build the metrics that matter at the executive table.
The certification gets you the credential. The community gets you the job, the referral, and the insight that no exam covers. A practical guide to ITSM communities, meetups, and why they matter more now than ever.
Still triaging via Slack DMs? Here's the step-by-step guide to building your first real incident management process — without a six-figure consultant, a six-month project, or a six-hundred-page policy manual.
Are you at Level 1 reactive chaos or Level 4 proactive optimization? Walk through the ITSM maturity model with honest scoring questions and a clear action plan for each level.
The honest comparison no vendor will give you. Who each platform is actually built for, what it costs past the trial, and the questions to ask before you sign a 3-year contract.
The CFO doesn't care about ITIL — they care about cost reduction, revenue protection, and risk mitigation. Here's how to frame the ITSM investment in the language that gets budget approved.