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.
My industry is full of brilliant people who can fix anything except the reason it broke.
For twenty years, the most reliable thing in customer service has been the customer giving up.
Nobody grows in a job they're already good at.
Everyone can see the managers being cut, yet almost nobody is tracking what leaves with them.
Field notes
Lessons from the operating floor.
No camera looks exactly like a hidden one.
I'm not going to any of the service management shows this year.
“Show me what you're doing with AI.”
Are you selling time, or are you selling confidence?
The wearable that delivered a thirty-minute keynote.
Once your product becomes software-enabled, your service model is the product.
Exceptional service doesn't mean more people.
Signals