Insights & thought leadership

Service Management, in practice

Real-world writing from across our community - case studies, lessons learned, framework how-to's, and honest perspectives.

#ITIL#Frameworks

ITIL 5: What Has Changed, and What Does It Mean for New Zealand?

A practical and pragmatic view of ITIL v5 in a New Zealand context.

By John Hannan · Jun 2026 · 4 min read

#Frameworks#Governance

KPIs measure the wrong thing

We all grew up on KPIs, but a green dashboard rarely tells you whether the service is any good. Here is the case for measuring what people actually feel.

By Ross Williamson · Jun 2026 · 16 min read

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