Blog

From practice

Practical articles on service management, written for the people who actually do the work: team leads, service desk managers, IT managers and the people on the floor. No theory from a textbook, just what works and what does not, written the way you would explain it to a colleague.

All articles

Major incident

A playbook for major incidents: staying calm when everything breaks at once

A major incident playbook prevents chaos during big outages. Learn how to arrange roles, communication and evaluation before the outage, not during it.

July 24, 2026

Knowledge management

Building a knowledge base people actually use, not an archive that gathers dust

Building a knowledge base only works if it stays alive. Learn how to start small, write while resolving issues, and organize ownership and cleanup.

July 21, 2026

Change management

Change management without bureaucracy: covering risk without slowing everything down

Change management does not have to be a brake. Learn how standard changes and a light CAB cover risk without slowing down every single change.

July 17, 2026

Priority

Prioritizing by impact and urgency: ending the debate that everything is urgent

Prioritizing by impact and urgency ends endless debates about urgency. Learn how a simple matrix brings clarity and how to agree it with the business.

July 14, 2026

ITSM

Your ITSM tool is live, now what? Adoption decides whether the implementation succeeds

Going live with an ITSM tool is the start, not the finish. Learn how adoption, ownership and upkeep stop the tool from repeating old habits.

July 8, 2026

XLA

From SLA to XLA: measure what users experience, not just the target

A green SLA does not mean users are happy. Learn what an XLA adds, how experience and targets complement each other and how to start in practice.

July 1, 2026

ESM

ESM in practice: service management for HR, facilities and beyond

ESM brings service management to HR, facilities and other departments. Learn how to do it pragmatically without copying IT processes one to one.

June 25, 2026

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 to hold back.

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 that steers on outcomes, not on following a framework to the letter.

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 and trend analysis help you address causes, not just symptoms.

May 20, 2026

Capacity

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

Hiring more is rarely the first answer. Learn how to achieve more with the same team by removing friction, organizing knowledge and using automation.

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 stick.

May 13, 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