Blog & Whitepapers
Writing From The Field.
Whitepapers and working notes from the people who run service operations for a living. No ghostwriters.
Featured
Whitepaper · New
The Service Operations Framework, Second Edition
One model for how modern service operations fit together, from infrastructure to autonomous action, and the people who run it.
The Index
Latest Writing.
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2 SEPT 2026
Read →The $5.4 Million Illusion: Why Legacy Outsourcing is Breaking ITOps
For the better part of two decades, the enterprise IT playbook for handling complexity and scale was simple: throw more bodies at the problem. As infrastructure grew and ticket volumes surged, organizations leaned heavily into outsourcing IT operations to global systems integrators (GSIs).
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2 SEPT 2026
Read →Drowning in Data, Starved for Insights: The True Cost of IT SLUDGE
Every IT department has a dark corner they pretend does not exist. It is the digital equivalent of that kitchen drawer stuffed with tangled cables, dead batteries, and takeaway menus from restaurants that closed a decade ago. We hold onto these things out of a vague, nagging fear that the moment we throw them away, we will desperately need them. In behavioural economics, Richard Thaler and Cass Sunstein explored how small tweaks can influence positive choices in their brilliant book Nudge. Reading it recently got me thinking about the exact opposite force at play in our industry. Let us call it SLUDGE.
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31 AUG 2026
Read →BigPanda AI Incident Assistant: Swarm Investigations and Reasoning.
The single generalist agent is gone. BigPanda has now formally announced its rebuilt AI Incident Assistant: trailed in May, deployed in the July release, unveiled in full on 14 August.
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30 AUG 2026
Read →Future Ways of Working (FWoW), Access Isn’t Adoption
Executive summary Enterprises are buying AI at scale and getting very little back. The most comprehensive study of the field to date, MIT’s State of AI in Business 2025, found that around 95% of enterprise generative AI pilots fail to deliver measurable financial return, despite an estimated 30 to 40 billion dollars of investment. The cause is not the technology. It is organisational: a gap between the tool a company has bought and the way its people actually work.
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25 AUG 2026
Read →The True Cost of L1 NOC Outsourcing
For years, the standard playbook for managing IT operations at scale was simple: outsource the Level 1 Network Operations Centre (NOC) to a global systems integrator. It looked good on a spreadsheet, promising 24x7 coverage without the heavy internal headcount. But the reality is often quite different, and a new report from BigPanda puts some stark numbers against what many of us have suspected for a long time.
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2 AUG 2026
Read →Why the Smart Enterprise is Starting to Ask: Could Halo Be the Better Bet?
For more than a decade, ServiceNow has stood uncontested at the summit of enterprise ITSM. Its name alone commands boardroom attention, and its “platform of platforms” mantra has become the blueprint for digital transformation at scale. But the landscape is shifting.
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2 AUG 2026
Read →Operating at Lightspeed: Applying the SpaceX Playbook to IT Operations
When you look at the most innovative companies on the planet, from SpaceX to the FAANG titans, you realise they don’t just build better products—they build better ways of working. They operate on a different wavelength, driven by a set of core principles that ruthlessly eliminate waste and complexity.
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2 AUG 2026
Read →Stop Consolidating Tools. Start Consolidating Events
The drive to consolidate observability tools is everywhere.
Nothing here yet.
Further Reading
Explore Our Expertise.
Monitoring & Alerting
Know when something changes.
The signal layer: event management done properly. It watches the health, state and performance of everything you run, and raises the alarm when something deviates.
Observability
Understanding why, not just what.
Monitoring tells you something’s wrong. Observability tells you why, across distributed, fast-moving systems where the cause is rarely where the symptom shows up.
AIOps
Event Intelligence, at scale
When alert volumes grow overwhelming, AIOps cuts through the noise. By applying correlation and prediction, a torrent of events becomes the focused shortlist that demands attention.
IT Service Management
Turning signal into accountable action.
This is where insight becomes managed work. Incident, Problem and Change: the system of record and the process that gets things owned, resolved, learned from, and communicated.
Start With The Framework
The Service Operations Framework, Second Edition sets out the full operating model, seven layers from infrastructure to agentic AI. Read it, then talk to us.