Mark Boyer
Book to speak
Mark Boyer
Shift Right · the manifesto, made operational

Design the operating model that shifts right.

The manifesto makes the argument. Shift Right is how you apply it. Six modules, each worth an hour on its own, that build one thing: an operating model written from your own numbers, with the diagnosis, the first ninety days and a board paragraph you could read aloud without apologising for it. One licence, £295, paid once, and everything is in it.

£295 · one payment · no renewal All six modules and the Operating Model
01 · What it is

Six modules. One argument.

Not six assessments in a bundle. Each module answers a question the one before it raised, and each writes part of the same document. They are grouped by the three movements of the argument, and you can run them in any order.

i

The Demand & Flow Reality

What is actually happening, and should this contact exist at all?

Separates the demand you exist to handle from the demand you created earlier. Then the three numbers no service report contains: failure demand, flow efficiency, and the lead time your work in progress makes arithmetically inevitable.

Movement I · Software defines the service
ii

The Moments That Matter

What does it feel like, and who is holding the moments they remember?

Maps the emotional shape of a journey and finds the two moments that decide what anyone remembers: the peak and the ending. Then shows you who is holding them. Usually nobody.

Movement II · Humans differentiate it
iii

The Operating Model Canvas

Where should the work sit, frontstage and backstage?

The workshop tool. Map the current state honestly, including what the ticket hides, then design the target across the four modes with the policy bounds and rollback rights that make autonomy safe.

Movement III · Shift right
iv

The Service Sensor Layer

What moves the service before a ticket exists?

Every sensor completes one sentence: when a signal moves, we act, decided by an authority, within a time. Leave any part blank and it is not a sensor, it is a dashboard.

Movement III · Shift right
v

The AI Landing Zones Map

Where does AI land rather than stall?

Scores each function on readiness and value, names the binding constraint holding back the ones that are not ready, and gives you a defensible sequence. Answers the question every board is asking.

Movement I · Software defines the service
vi

The Language Architecture Audit

Does the catalogue sell confidence, or demand translation?

Strips the insider terms out of what customers actually read, scores the density, and rebuilds each line around the thing people are really buying. Plus the governance that stops it drifting back.

Movement II · Humans differentiate it
The end game

They all write the same document.

Every module exports into The Operating Model: one file you own, that assembles as you go. Your diagnosis in prose rather than dashboards, the sequencing rules applied to your situation, the metrics that replace SLA-thinking, the first ninety days, and a board case built from your own figures.

It starts partly written, because the thesis and the principles are yours from the first open. The sections you have not earned yet are shown in outline, so you can see exactly what each remaining module would add. Nothing is a mystery purchase.

Save it as a PDF for the board, or send the file itself. It is self-contained and works offline.

See a complete worked example Download it as a PDF, 17 pages
Before you buy it

And here is that document.

Six screenshots of the Operating Model as the kit writes it. Four are from the finished worked example above, which you can open and check line by line. Two show the same document earlier on, before the modules that write those sections have been run.

Cover page of the assembled Operating Model for Northwind Managed Services, with a progress ring reading twelve of twelve complete, and a line beneath reading six of six modules, failure demand 41 per cent, flow efficiency 1.1 per cent.
the cover · your organisation, the date it was assembled, and how many of the twelve sections your own modules have earned
A grid of six module cards. The first, The Demand and Flow Reality, is outlined in violet and marked in the model. The other five are shown as dashed outlines marked not yet imported.
the six modules · which have written into the model, and which have not. This one is a single module in.
Two dashed placeholder sections, The moments and The uncertainty, each headed not yet in the model, each naming the module that would write it and what it would add.
the sections you have not earned yet · named, sourced and costed, so nothing at all sits behind the price
A section headed how much of the time the work is actually moving, reading 1.1 per cent flow efficiency against 98.9 per cent waiting, above a bar in which the coloured portion is a thin sliver at the far left.
flow efficiency, drawn to scale · the coloured sliver is the work moving, and the rest of the bar is waiting
A line chart of nine journey steps running between dread and delight, each point coloured by who handles it. The first step is labelled peak and the last is labelled the ending, and both are grey, the colour for nobody.
one journey, step by step · the peak and the ending are both marked, and in this example both are held by nobody
Dark board case panel headed from the cost curve to the value curve, with the figures 41 per cent, 1.1 per cent, £288k and 2,765 above a paragraph written to be read aloud.
the board paragraph · built from the same figures, with the list of what not to promise yet underneath it in the same panel

Every number in these is computed by the kit from the data in the modules, and every one of them reconciles. Open the worked example and check them.

02 · Who you serve

The same numbers mean different things.

The kit asks once whether you serve customers under contract or colleagues inside one organisation, and then changes the analysis rather than the vocabulary. Two examples of the same finding, read two ways.

If you are a provider

Are you paid for your own failures?

If your model bills per ticket, failure demand is revenue. Your commercial model rewards the thing you say you want to eliminate, and every efficiency programme makes it more affordable to keep. The kit tells you to read the contract before you improve anything.

If you are internal

There is no invoice to soften it.

Failure demand is pure cost with nothing on the other side, and it is spent on your own standing. Every chase-up is a colleague learning that IT has to be chased, and that reputation forms faster than any service improvement can correct it.

03 · What it costs

One licence. Nothing held back.

Almost everything in this category is priced per seat, per month, forever. This is not that. One licence, one payment, and it includes all six modules and the Operating Model. There is no cut-down edition, no better version one tier up, and no renewal date sitting in your calendar. What you buy today is the whole of it.

Practitioner

£295

One person, one paymentNo renewal, ever

All six modules and the Operating Model.

  • For one named person, inside the organisation you work for, and it moves with you if you change employer
  • Five devices, so your laptop, phone and iPad all count as you
  • Runs in the browser on all of them, with nothing to install
  • Small enough to put on your own card and argue about later
  • Fourteen days to change your mind, whether you pay for it or your employer does
Join the waitlist

The licence is written for a person rather than a payroll, which is why it goes with you if you change employer. If a colleague wants one, that is a second licence rather than a negotiation: no seat count to size, no procurement cycle to sit through, and no different price because of who you work for.

Opening when the app is ready, and the waitlist hears first. Everything you type stays on your own device: none of your demand data, your journey maps or your figures ever reaches a server of mine. Nothing may be resold or repackaged. The Service Flow Benchmark is not part of the licence yet. It has no data in it, so there is nothing to compare you against; when it opens, you get it at no extra cost and you will not have paid for it in advance. There is a fourteen day refund, no questions asked, whether you pay for it or your employer does, and the full terms are here rather than buried in a checkout.

04 · What stays free

The argument costs nothing.

The manifesto, the essays, the radar and the podcast are free and will stay free. So will the Shift Right Primer: the four modes on a single page, and the Operating Model Builder, a self-assessment that scores your current model and shows you which direction shift right points from where you stand.

So is the Service Flow Benchmark. There is no published figure for how much of IT service demand is failure demand, or how little of the time our work is actually moving. Six questions, ninety seconds, and the findings will be published free with the methodology and its weaknesses stated plainly.

Shift Right is for the next step: when you have read the argument, agree with enough of it, and want the tools to do something about it on Monday.

First access

Join the waitlist.

First access when it opens, and the occasional working note on how it is being built. No spam, unsubscribe any time.

Read the manifesto first · Get the Dispatch