Blogs that appear below are published on the Optimal Service Management web site.
All blogs published on this site are licenced under CC BY-SA 4.0 
It’s fine to use KPIs for planning, understanding, and discussion, just remember to maintain a focus on your real goals and don’t confuse them with your KPIs!
AI can add a lot of value to your IT service management (ITSM), but if you get it wrong you might make your services worse! Here are some suggestions for how to use AI to support ITSM
A new version of ITIL has been announced, here is my summary of what has changed, and more importantly what has not changed.
How to create simple definitions of risk appetite levels, and then assign these to each of your organization’s projects, services, business units or any other clearly identifiable part of your work.