Insights & Thought Leadership
Download our latest whitepapers, guides, and playbooks on ITSM best practices and IT service transformation.
The Executive Guide to ITSM Maturity
A practical framework for assessing and improving ITSM across people, process, technology, data, governance, and experience. For CIOs, vice presidents, directors, service owners, and transformation leaders.
XLA Framework: Beyond SLAs
How experience-level agreements transform the way IT measures service quality. A practical guide for CIOs, service leaders, experience owners, and transformation teams.
Service Desk Transformation Playbook
Step-by-step methodology for redesigning your service desk operations for speed, quality, and cost efficiency. A practical operating model for faster resolution, stronger ownership, and better employee experiences.
Experience Is the Service
Reinventing IT Support for the Modern Enterprise. An experience-first blueprint for IT, human-centered and employee-experience driven, scalable from 100 to 50,000+ employees.
Building a Knowledge-Centered Service Desk
How to implement KCS methodology to reduce ticket volume and improve first-contact resolution. A business, financial, and operating-model case for making knowledge part of the work.
Why ServiceNow is Overkill for Your Enterprise
The business, financial, and employee-experience case for buying only the platform your organization can actually use. A must-read for CIOs, CFOs, and enterprise transformation teams.