Strategic IT Support – An interview with me…
I recently had the opportunity to speak with Desk365 as part of their Humans of Support series. My one take? Great IT support isn’t about resolving tickets. It’s about helping people achieve outcomes. We discussed service empathy, reducing digital friction, AI, building high-performing support teams, and how the role of the service desk has evolved…
Beyond AI: What the Labour Market Really Needs.
Beyond AI: What the Labour Market Really Needs. The future workforce needs technical confidence, but it also needs the human capabilities that help people keep learning, thinking and working well with others. The future skills question Every few years a new list of future skills arrives. The technologies change, the platforms change and the job…
What ITIL AI Governance Teaches Us About Maturity in an AI-Enabled World
The real challenge isn’t AI models it’s organisational readiness. Leadership, Culture, Capability, and Confidence are the true foundations of effective AI governance.
