Insights
Real IT problems, taken apart in plain language
Articles on AI, service delivery, modernization, and leading the people who make it all work. Newest first.
- Continuous transformationApril 7, 2025 · 3 min read
How to modernize IT without blowing the budget
Even Facebook gave up on "move fast and break things." Why steady, incremental change beats the big bang overhaul on both speed and cost.
- Service experienceApril 5, 2025 · 4 min read
Will AI replace the IT service desk?
ATMs were supposed to end the bank teller. They didn't. Here is what that says about AI and your support team, and where to start.
- People and leadershipApril 1, 2025 · 3 min read
Presence is not productivity: making office time count
Attendance is easy to see and tells you little. How to measure the work, make the commute worth it, and keep your best people, whatever your office policy.
- Service experienceMarch 30, 2025 · 3 min read
How to measure customer experience in IT services
A green dashboard can hide unhappy customers. Four measures that show what people went through, and how to act on them.
- Automation and platformsMarch 28, 2025 · 4 min read
Stop running your own power plant: how SaaS cuts IT costs
Factories once generated their own electricity. Many IT shops still do the equivalent. Where platforms save money, and four ways the bill gets away from you.
- AI and dataMarch 26, 2025 · 3 min read
Is your AI tool safe with your data? What to check first
What the DeepSeek episode revealed about every AI tool your people use, and five questions to ask before the next one arrives.
- People and leadershipJune 16, 2017 · 3 min read
Day 1 matters: does your new hire feel at home?
The laptop is ready and the paperwork is done. That is not a welcome. Seven simple ways to make a first day count.
- People and leadershipJanuary 12, 2017 · 4 min read
Should you rotate your managers? A lesson from GE
GE moved its future leaders through every division. What that practice offers IT organizations, where it can go wrong, and how to measure it.
- People and leadershipMay 5, 2016 · 4 min read
Don't train your staff. Coach them.
Training budgets keep walking out the door with newly certified employees. Coaching builds real expertise, and gives people a reason to stay.
- People and leadershipFebruary 12, 2016 · 4 min read
Pain is good: why discomfort drives growth
We avoid discomfort by habit. Seeking it out on purpose, and coaching your team to do the same, is the fastest way to grow.
- People and leadershipJanuary 27, 2016 · 4 min read
Lead with the goal: plan your project in reverse
Most projects fail because nobody pinned down the goal. Define it, schedule backward from the end date, tell everyone, and don't let up.
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