What I think about
Three corners of the work.
The patches of the platform where ten-plus years have left the deepest marks. Less a service menu, more a field notebook — what I notice, what I've learned, and where the patterns tend to hide. Click any entry to read the full notes.
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01.
ITSM, and the ghost of the old ticketing tool.
The most consistent pattern I see in enterprise ITSM: teams who migrated to ServiceNow and rebuilt the old tool inside it. Same workflows, same friction, newer login.
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02.
CMDB, and the graveyard problem.
Most CMDBs are dead on arrival. The records exist, Discovery runs nightly, the dashboards populate — but the operations team doesn't trust the data.
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03.
Optimisation, or the quiet cost of accretion.
Instances grow faster than the teams running them. Customisations accrete, performance drifts, releases get skipped, licence counts creep. Nothing breaks. But the platform stops feeling like an asset.
How the work tends to take shape
A few working modes.
When the work does happen outside my day-to-day, it usually takes one of these shapes. Descriptive, not a menu — every situation deserves its own conversation about what would actually help.
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A.
A defined project
A clear goal with a concrete deliverable — a rescue, a re-implementation, a remediation. Scope written down, milestones visible, end date in sight.
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B.
A few days a week, embedded
Sitting alongside a team for a few months while they level up. A senior voice in the room for design reviews, hard decisions, and the long tail of "is this the right way to do this?"
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C.
Lightweight advisory
Periodic check-ins for the calls you'd otherwise be having alone. Architecture reviews, second opinions, sanity-checks before you commit budget. Async-friendly.
If anything here is your problem right now —
Tell me about it. Not every conversation needs to turn into a project; sometimes the most useful thing is an honest read on whether you need a consultant at all.