Articles & Essays
Selected writing on technology leadership, artificial intelligence, governance, service delivery, business value and organizational change.
Selected Writing
These essays and articles examine how leaders navigate technology change, govern emerging capabilities, improve service relationships and make better decisions.
IT Service Management • Small Business • Technology Leadership
Small businesses face significant technology challenges without enterprise-level resources. Explore practical IT service management that improves reliability, operations and business outcomes without unnecessary complexity.
Read on ITSM.tools
IT Service Management • Leadership • Business Value
How service ownership, provider accountability and meaningful measures connect employee support to organizational outcomes and business value.
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Artificial Intelligence • Governance • Organizational Leadership
Policies don't become governance simply because they're published. Who makes sure employees understand the rules, and who owns the outcome?
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Artificial Intelligence • Governance • Accountability
As AI recommendations become operational decisions, meaningful human oversight and accountability matter more than a routine approval step.
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IT Leadership • Service Management • Business Value
Green SLA dashboards prove operational compliance, not whether technology is improving productivity, resilience and business performance. A look at measuring service value beyond the SLA.
Read on InformationWeek
Artificial Intelligence • Market Analysis • Career Strategy
How to use AI to turn individual job postings into market evidence, compare that evidence with demonstrated experience and make more intentional career decisions.
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Artificial Intelligence • Search • Decision-Making
AI can evaluate more possibilities than we could reasonably review ourselves. But which possibilities ultimately reach us?
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IT Service Management • Service Outcomes
A firsthand examination of how systems can operate as designed while the service still produces the wrong customer outcome — and why detection, data trust and human judgment matter.
Read on ITSM.tools
Artificial Intelligence • Decision-Making
A case for using AI to investigate evidence, understand markets and challenge assumptions before asking it to create.
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Technology Leadership • Governance
A leadership framework for navigating technology change through adoption, growth, complexity and governance.
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Enterprise AI • Governance
Seven questions leaders should address around data, access, ownership, information protection, business value, employee judgment and continuing governance.
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Service Delivery • Business Value
How strong MSP relationships evolve from operational excellence to continuous improvement and ultimately to strategic business value.
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The writing spans multiple technology domains, but the underlying questions are consistent: how technology creates value, how leaders govern change, and how organizations build the capability to use technology well.
Governance, organizational capability, change and executive decision-making.
Enterprise readiness, evidence, governance, judgment and business value.
Operational excellence, continuous improvement, partnerships and outcomes.