Series · Part 1
Why a CIDO Program, Now: Notes From an ITSM Leader Going Back to Class
An ITSM and infrastructure leader explains why he enrolled in Carnegie Mellon Heinz College's CIDO certificate, and what orientation revealed.
Topic
Business
Series · Part 10
Service Portfolios & Productization: Defining, marketing, and managing IT services
Ten weeks of rethinking IT not as a cost center, but as a strategic driver.
Series · Part 9
Service Knowledge & Configuration: Building a system of record that helps
Building a service knowledge and configuration system of record that actually helps, after eight weeks on the pillars of modern ITSM.
Series · Part 8
Change Enablement in a DevOps World: Replacing fear of change with velocity and trust
We’ve spent the past seven weeks reframing how modern ITSM works, from infrastructure and service desks to principles, value streams, and product thinking.
Series · Part 7
Infrastructure as a Product: Treating core systems with the same rigor as software
For the past six weeks, we’ve explored the foundations of modern ITSM, from value streams and guiding principles to service desks and delivery chains.
Series · Part 5
Guiding Principles as Decision Filters: Making faster, more intelligent choices across teams
Sometimes you need to make a call right now, with half the information and zero precedent.
Series · Part 4
The Service Value Chain: Using Engage, Plan, Build, and Support to run your ops
But let’s be honest, even with clarity of purpose and the best-intentioned guardrails in place, delivery still breaks down when teams aren’t moving in sync.
Series · Part 3
Governance Without Gridlock: Balancing agility and accountability in service delivery
But here’s the rub: even with strategy in place and value streams mapped, progress often grinds to a halt at the first sign of governance.
Series · Part 2
The Service Value System: How to connect strategy to execution through value streams
Last week, we discussed why ITSM still matters in a world filled with sprints, pipelines, and cloud-native technology.
Series · Part 1
Why ITSM Still Matters in a Cloud-Native, Agile, Multi-Framework World
Technology is no longer a back-office function; it’s the front door to your customer, your employee experience, and your ability to scale.
The Unsung Heroes: Recognizing the Backbone of Your Organization
Welcome to this edition of Insights at the Intersection, where we explore critical aspects of building and maintaining a thriving organization.
Series · Part 3
Part 3: The Strengths of In-House Teams and Strategic In-Housing
Welcome to the final installment of our series on crafting an effective outsourcing strategy.
Series · Part 2
Part 2: Implementing and Managing Outsourcing Relationships
Part 2 of the outsourcing series: how to implement and manage outsourcing relationships once you have chosen them over in-house operations.
Series · Part 1
Newsletter Series: Navigating the Outsourcing vs. Internal Resource Dilemma
Welcome back to the newsletter, and my sincerest apologies for the hiatus since my last edition.
Living in the Moment: The Power of Adaptive Project Management
Balancing strategic project planning with the need to adapt: the power of adaptive project management in a fast-moving workplace.
Driving Innovation from the Top: CTOs and the Culture of Experimentation
I’m making up for the break in newsletters with a pretty hefty one. Here yah go!
The Power of Feedback: Building Effective Communication Channels within Tech Teams
I know I’m a few days late with this one, the three-day weekend got the best of me. Never fear though, we have a great “Insights at the Intersection” this week.
Fostering Growth: Cultivating Continuous Learning and Setting Personal Leadership Goals
Cultivating continuous learning and setting personal leadership goals: this week's edition of my leadership and technology newsletter.
Insights at the Intersection: Leadership and Technology in Focus
The first edition of my weekly LinkedIn newsletter, bringing Executive MBA lessons from Kennesaw State together with my technology leadership experience.