The thinking
Arguments, signals, field notes.
Three kinds of writing, one standard: nothing here is commentary. Arguments are the essays behind the keynotes: the core positions, developed in full. Signals are short observations on what is changing. Field notes are practical lessons from operating services at scale.
Featured argument
Why the industry that manages change can't handle it.
Forty slides closed her laptop. A 98% SLA next to a spreadsheet of things IT can't fix. ITSM was built to deal with change, and has become very good at resisting its own.
Arguments
The core positions, in full.
Signals
Short observations on what is changing.
AI did not give us our time back. It removed the point at which work used to stop.
Nobody can tell you how many strategic projects are running.
Benchmarking is how an industry agrees to stop competing.
Most AI strategies are a detailed plan to become average, faster.
Are your teams botsitting or botshitting?
The limiting factor was never the code.
Token capital plus human capital.
The real value of experience is not knowing things.
Brilliant builders, appalling leaders.
Have we already moved on from the smartphone?
Designed for agility. Built for experience.
Why Gen Z won't wait for your service desk.
The dispatch
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One sharp argument at a time: what thousands of customer environments are actually saying about AI, operating models and the future of service.
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