Insights
Notes from the work.
Short, practical pieces on how we build and run systems. No trend reports, no predictions. Things we would tell a customer in the first meeting.
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An ITSM platform is not a ticketing tool. Most companies run it as one.
Why most ITSM systems stop at tickets, and the four decisions that turn the platform into the operational system of record.
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Build the landing zone before the first workload, not after the tenth.
The Azure foundation is cheap to build early and expensive to retrofit. What belongs in it, what does not, and how to keep it small.
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Software should be built around the process, not the other way round.
Most internal software fails at the process boundary. A practical way to find the real process before writing the first screen.
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