Mark Boyer
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Mark Boyer
Shift Right · for people who run IT services

From a month of tickets to a board case.

Service reports show how busy the team is. They don't show how much of the demand you caused yourselves, or how long the work sits waiting. Shift Right works that out from a month of your own tickets, then takes a few more hours with the right people in the room to build one operating model: what to change, in what order, and a board paragraph you could read aloud without apologising for it. Six modules in the browser, for teams serving colleagues or customers.

Try it first

Run module one, free.

The Demand & Flow Reality: your failure demand, your flow efficiency and the lead time your queue makes inevitable. No key, no email, and nothing you type leaves your browser.

Run module one, free
Ready to buy

All six modules and the Operating Model.

One licence for one named person and one organisation, on up to five authorised devices at once. £295, tax included, paid once, no renewal.

Buy Shift Right · £295

Not sure yet? Open the complete worked example. It's a fictional provider, and every figure in it is computed by the kit and can be checked line by line.

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. Only have ticket counts? It assumes the times you lack, marks every line it did that to, and says so in the report.

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 writes into The Operating Model. On the same device it assembles by itself as you go; from another machine, one file you own carries it over. Your diagnosis in prose rather than dashboards, one ranked list of where to start across everything you have done, 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, and the PDF reads anywhere, offline included. Download a copy of the work as well. That file is your backup, and it opens in Shift Right on any of your devices.

See a complete worked example Download it as a PDF, 19 pages
Before you buy it

And here is that document.

Six screenshots of the Operating Model as the kit writes it, and two of the workbench that writes it. Five 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 of the assembled Operating Model for Northwind Managed Services, on white 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 0.33 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 0.33 per cent flow efficiency against 99.67 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, 0.33 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
A section headed where to start, the moves ranked: a twelve-row table of moves with the evidence for each, the module it came from and a pounds-a-year column, beginning with route it to self-heal, 1,850 a month, £355,200 a year, and land AI on access and identity at the same figure.
where to start · one ranked list across all six modules, priced in pounds where a module has tied its work to a demand line, each move with its evidence and where it came from
Module i, The Demand and Flow Reality, with the Northwind demand loaded: a light header, the module rail down the left, and four headline cards reading failure demand 41 per cent, flow efficiency 0.33 per cent and the queue by arithmetic.
the workbench · module i with a month of demand in it, which is the part you can run free before buying anything

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. Not sure where your own numbers would come from? This page shows you.

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 tax included

One person, one paymentNo renewal, ever

All six modules and the Operating Model.

  • For one named person and one organisation, the one you name at checkout and see printed on every report
  • Working for clients? One licence per client organisation, in the client's name
  • Up to five authorised devices at once, 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
Buy Shift Right · £295

The licence is written for a person rather than a payroll. If you change employer, email me and it moves with you to the new one. 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.

On sale now, one licence at one price. Everything you type into the modules stays on your own device: none of your demand data, your journey maps or your figures ever reaches a server of mine. Paying, unlocking and signing in go through Stripe, Netlify and Resend, and only for those jobs. Nothing may be resold or repackaged. 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 · Questions

Questions worth asking first.

Can I use Shift Right with my clients?

Yes. Each licence covers one organisation, named at checkout and printed on every report the kit produces. If you're a consultant or a provider, name the client at checkout. Three clients, three licences. What you produce for each client is theirs to use. The kit itself, and your key, stay with you.

Who is the licence for?

One named person, for one organisation. Usually that's the organisation you work for. If you change employer, email me and the licence moves with you. A colleague who wants it needs a licence of their own, at the same price.

What happens to what I type in?

It stays in your browser, on your device. The modules contain no code that sends it anywhere, so I can't see it and can't recover it. What does leave your device is what buying and unlocking need. Link, Stripe's merchant-of-record service, takes the payment, Stripe keeps your licence record (your name, email address, the organisation and the devices you've unlocked), Netlify runs the licence checks, and Resend sends the key email and any sign-in links. The privacy notice has the detail.

Is there a backup?

Only the one you make. Every module has a Download a copy button that saves your work as a small file. Keep it somewhere safe and import it on any of your devices. Clearing your browser data clears your work, and there's no copy anywhere else.

How many devices, and does it work offline?

Use Shift Right on up to five authorised devices at once, and releasing one frees its slot for another. It runs in the browser, so it needs a connection to open a module. Once a module is open you can keep working without one, and a saved PDF reads anywhere.

What if you stop running it?

Everyone with a licence gets a copy of the kit to keep, which runs in the browser without this site, before the site stops. Bring your work across from the copies you have downloaded.

Who am I buying from?

The kit and the licence are mine. Shift Right is sold through Link, Stripe's merchant-of-record service, so your receipt comes from Link and your card statement shows a payment starting LINK.COM* MARKBOYER. The price is £295, tax included. Pay in pounds and nothing is added at checkout; pay in another currency and Stripe's exchange rate includes a conversion fee of 2 to 4 per cent.

What if it isn't what I expected?

Email me within fourteen days of buying and you get your money back, whether you paid or your employer did. No questions, and no attempt to talk you round. After a refund the key stops working.

05 · What stays free

The argument costs nothing.

The manifesto, the essays, the radar and the podcast are free and will stay free. So is module one of Shift Right itself. The Demand & Flow Reality works out your failure demand, your flow efficiency and the lead time your work in progress makes inevitable, from your own figures: run it now, no key, no email, and nothing you type leaves your browser. Where the numbers come from explains how to get a month of demand out of any ticket tool, and what to do when you only have the counts.

So is the Service Flow Benchmark, an open six-question survey that will publish real figures for failure demand and flow efficiency once enough answers arrive. Its report so far, The State of Service Flow, shows the analysis on an illustrative dataset, so the kit does not set your numbers against it. Yours are measurements of one operation, and they stand on their own.

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.

One licence

£295, once. Everything is in it.

All six modules and the Operating Model, for one named person on up to five authorised devices at once. Your key appears on screen the moment the payment clears, this browser is unlocked with it, and a copy is emailed to you. Fourteen days to change your mind, no questions asked.

Buy Shift Right · £295 Run module one first, free

Shift Right is sold through Link, Stripe's merchant-of-record service, so your receipt comes from Link and your card statement shows a payment starting LINK.COM* MARKBOYER. The price is £295, tax included. Pay in pounds and nothing is added at checkout; pay in another currency and Stripe's exchange rate includes a conversion fee of 2 to 4 per cent. The licence and refund terms · What happens after you buy · What has changed · Read the argument first