If you’ve found your way here from LinkedIn, hello. And if you’re new — welcome.

I work with ServiceNow, mostly in ITSM implementations. If that term is new to you: IT Service Management is the practice of designing, delivering, and managing how IT services are provided to employees and customers. ServiceNow is the platform that makes that possible at scale.

I’ve been doing this for a while now. What I find myself writing about most is the gap between how these systems are sold and how they actually get implemented — the organisational change stuff, the stakeholder management, the reality of what “digital transformation” looks like on the ground when the consultants have left the room.

What I Write About Here vs on LinkedIn

LinkedIn is great for short-form — observations, quick wins, industry news. But it doesn’t give me the space to actually work through an idea properly. So this blog is where longer pieces live.

If you’re a ServiceNow practitioner, potential client, or someone interested in how ITSM actually works in practice — I think you’ll find something useful here.

A Few Things I Believe

After years of doing this work, a few things have become clear to me:

• Governance is underrated. The best ServiceNow implementations I’ve seen all had strong governance frameworks. The worst ones didn’t.
• Change management determines success. Not the platform configuration. Not the integration. The people side.
• Simplicity scales better than cleverness. I’ve seen beautiful, complex solutions that fell apart the moment the original consultant left. I’ve also seen boring, simple configurations that just keep working.

More on all of this to come.