Blog

From practice

Practical articles on service management: maturity, tool selection, AI readiness, and achieving more with the same people. No theory, just work you can apply tomorrow.

AI readiness for the service desk: where to start and where not to

AI on the service desk only works when knowledge and process are in order. Read what AI realistically does, a readiness checklist and what not to automate yet.

May 30, 2026

ITIL

Service management without ITIL dogma: use it as a toolbox, not a religion

ITIL is a toolbox, not a religion. Learn how to set up pragmatic service management around outcomes, and avoid process for process without losing the basics.

May 27, 2026

Problem management

From reactive to proactive: stop firefighting in IT support

IT support that only reacts keeps firefighting. Learn how problem management, trend analysis and capacity move you to preventing issues instead of repairing them.

May 20, 2026

Capacity

Achieve more with the same people: organize smarter, not work harder

Under capacity pressure, hiring is not the only answer. Learn how to achieve more with the same people by removing friction, fixing knowledge and automating.

May 16, 2026

Shift-left

Shift-left and self-service: solving problems earlier, not just putting up a portal

Shift-left resolves requests earlier with self-service and knowledge. Learn why a portal alone fails and how to make self-service something people actually use.

May 13, 2026

Tool selection

Choosing an ITSM or ESM tool: not the heaviest, but the one that fits

Choose an ITSM or ESM tool that fits your organization, not the heaviest platform. See the selection criteria, the team's role and the AI roadmap.

May 9, 2026

Handout

From IT manager to entrepreneur

The story behind ServiceChanger: the patterns Ruben kept seeing, the choices he made and the approach that grew out of it. Practical, honest and without jargon.

Download the handout