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10/09/2026
How undocumented procurement processes at T-Systems nearly derailed a nearshore move to Hungary and Slovakia — and why you can't offshore a process that was never written down.
08/09/2026
Why service catalogues built from workshops rather than evidence fail quietly, and the three checks that keep an ITIL (Version 5) catalogue honest
03/09/2026
How a knowledge management project at IKEA turned 150 people's conflicting opinions into one consistent process — and what "best practice vs good practice" actually means in a real department
01/09/2026
What a PeopleCert webinar on AI governance in ITIL (Version 5) actually revealed about accountability, bias, and explainability in AI-assisted service management
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