Let’s be honest. We talk a lot about strategy, innovation, and market share. We pore over balance sheets and quarterly reports. And don't get me wrong, those things are indeed vital. They’re like the charts and cargo manifests for a ship. But what if I told you the single most critical factor in you...

In the IT services industry, there's a relentless push to monetize everything. From ITIL frameworks encouraging us to measure every metric to the allure of charging for every incremental action, the pressure is real. But here's a truth that often gets lost in the noise: Just because you can monetize...

In my experience working with IT Service Delivery companies, and really any organization striving for big things, there's one truth that consistently rings clear: Culture isn’t office perks or team-building activities, and it isn’t a soft, fuzzy afterthought – it's the bedrock on which any successfu...

A guide to understanding the relationship between ITSM, ITIL, IT Service Run Guide, and Agile Service Delivery

For IT service providers, the quest for efficiency, customer satisfaction, and sustainable growth is paramount. In this pursuit, two terms frequently surface: IT Service Management (ITSM) ...

Let's face it, navigating the hectic world of organizational life is tough. But here's the thing: nothing is more critical to your success than understanding and shaping your company culture. Is your organization thriving because of a strong, positive culture? Or is a toxic culture holding you back?...

We've all been there – that moment when you look at your service desk queue and feel a wave of dread wash over you. The endless stream of tickets, the constant pressure to do more with less. It can feel like you're drowning in a sea of requests.

But what if I told you there's a better way? A world ...

In today's business landscape, a key factor that distinguishes successful companies from those that merely survive is culture. It’s the foundation of shared values, beliefs, and behaviors that shape the environment in which people work, and it ultimately determines the trajectory of an organization....

Let's face it, being an IT technician can sometimes feel like you're trapped in a never-ending game of whack-a-mole. The tickets pile up, the phone rings off the hook, and just when you think you're making progress, another urgent issue pops up. It's stressful, it's exhausting, and it can leave you ...

I’ve spent a lifetime immersed in the service industry, from the trenches of service to the executive suites. And what I’ve learned is this: too many businesses are driving aimlessly.

I started my working life as a paperboy, a humble beginning that instilled in me a deep-rooted appreciation for the...

Many years ago, I wrote an article entitled Take Time In Your Life For Inspiration. In it, I make what is now my personal statement: I believe that everyone is capable of both being inspired and inspiring others. A most valuable trait is the ability to take time in your life to recognize when you sh...

I usually blog about things that are directly related to running your business, but I do have things related to exercise, relaxation, motivation, and just good old inspiration I'd like to share from time to time. Well, it's that time. :)

I make it a point to eat right and exercise regularly to st...

If you're a small business, including sole proprietors, there is a bit of global information that you may not realize is actually very important to your business - it's the US Stock Market. Now, if you're in China, Japan, India or the UK and you only do business inside your own country, you should c...