📊 Strategy
Average handle time looks clean and measurable. It's also basically guaranteed to make your operation worse in ways that take months to notice.
5 min read
📊 Strategy
Everyone tracks it, teams optimize for it, and it's probably making your support worse in ways you can't see.
5 min read
📊 Strategy
IT teams are quietly getting serious about cutting their vendor lists. Here's what's driving it and why it matters more than it sounds.
5 min read
📊 Strategy
Some IT leaders plateau while others keep climbing. The difference isn't what you'd expect.
5 min read
📊 Strategy
The thing that actually moves the needle on getting executive buy-in isn't what most people think it is. It's not the ROI spreadsheet.
5 min read
📊 Strategy
IT leaders are quietly exhausted by the endless stream of new software. It turns out there's a breaking point where more options just means more problems.
5 min read
📊 Strategy
Companies are defining digital workplace success in wildly different ways. That's making things way more interesting than it sounds.
6 min read
📊 Strategy
IT spending is reorganizing around outcomes instead of individual platforms. It's changing how conversations happen when money gets allocated.
6 min read
📊 Strategy
Companies are consolidating vendor relationships in ways that look counterintuitive at first. There's something interesting shifting here.
6 min read
📊 Strategy
Change management doesn't have to be this dramatic thing. Somewhere between the big rollouts and doing nothing at all, something interesting is happening.
6 min read
📊 Strategy
Some organizations are breaking apart what the CIO traditionally does instead of hiring for it as one job. It's an interesting experiment.
6 min read
📊 Strategy
There's something shifting in how organizations are thinking about where IT sits in the hierarchy, and it says something interesting about what's actually happening in business right now.
6 min read
📊 Strategy
Some digital workplace strategies fade after six months. Others become invisible because they just work. What's the actual difference?
6 min read
📊 Strategy
Great IT leaders aren't distinguished by what they know. They're distinguished by what they notice, how they listen, and what they do with ambiguity.
6 min read
📊 Strategy
Three decades in IT taught me to recognize excellence when I see it. Manila's digital workplace support ecosystem is genuinely exceptional — and the reasons might surprise you.
6 min read
📊 Strategy
The service desk gets no respect until it stops working. Here's how to show executives exactly why it matters—with numbers they actually care about.
6 min read
📊 Strategy
AI is coming for routine tasks. Here's what humans will do instead, and why the next five years belong to professionals who master these abilities.
6 min read
📊 Strategy
Two decades of false starts and overhyped solutions have finally converged. The conditions are right, the tools exist, and leadership actually gets it now.
6 min read
📊 Strategy
You know what you're paying for your ITSM platform. You don't know what it's actually costing you. Let's talk about the real numbers.
6 min read
📊 Strategy
Your career won't suffer from strategic refusals. It suffers from saying yes to everything. Here's how to decline without damaging your reputation.
6 min read
📊 Strategy
Your service desk knows what's actually broken. Ignore them when planning digital transformation and watch your strategy fail spectacularly.
6 min read
📊 Strategy
Most IT organizations treat service desk, field services, and backend support as separate kingdoms. That's why your customers wait for answers that nobody has.
6 min read
📊 Strategy
Your customers aren't scared of AI. They're scared of you screwing up their service desk. Here's how to change that narrative.
6 min read
📊 Strategy
Outsourcers built on rock-bottom pricing rarely survive client scrutiny. Here's why analytics and relationships trump cost-cutting as a long-term play.
7 min read
📊 Strategy
After 30 years, I can tell you the vendors with the strongest client relationships win. Not the cheapest ones. Not the ones with the fanciest AI. The ones who actually listen.
6 min read
📊 Strategy
AI service desks are trendy, but plenty of smart companies are doubling down on human teams. Here's why that's actually the right call.
6 min read
📊 Strategy
Incident and request data holds goldmines of insight. Most retail and manufacturing leaders just don't know where to dig.
6 min read
📊 Strategy
Erlang formulas still work, but AI gives you the real story. Here's how to modernize your service desk staffing.
7 min read