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The web has a new kind of visitor, and most websites treat it like a suspicious stranger. For 30 years, we built web pages for human eyes. We added layouts, menus, pop-ups, animations, image carousels, cookie banners and endless visual cues. That made sense when the user was a person clicking, scrolling and scanning. Now AI agents are doing more of the reading, comparing, booking, buying and researching. They do not experience a website the way a person does. They do not admi

Many development teams still rely on outdated processes that slow down progress and deliver poor user experiences. I recently observed a multi-developer team building an application that failed badly on UX. The result was a product that did not meet user needs or expectations. This situation is no longer acceptable in today’s fast-moving tech world. Forward Deployed Engineers (FDEs) offer a fresh approach. They work closely with customers and can build better applications in

Heraclitus once said, "No man ever steps into the same river twice. For it’s not the same river and he is not the same man." This ancient insight captures the essence of organizational change, especially in the complex world of data centre migration. After 25 years in delivery management, including a decade focused on migrating data centres, I have come to appreciate how every project feels like crossing a river that is never quite the same. Sometimes the waters are calm, all

Why Major Incident Management Is Not Always the Best First Responder Major Incident Management teams excel when the root cause of an incident is unknown. Their primary role is to quickly identify the problem, gather the right experts, and bring order to chaos. This approach works well for unexpected outages or failures where no one knows what went wrong. In a migration gone wrong, however, the situation is different: Cause is known: The migration itself is the root cause. Sco

Root cause analysis (RCA) is a powerful approach to solving problems by identifying the underlying causes rather than just addressing symptoms. Yet, the biggest challenge in RCA is not the process itself but selecting the right method for the specific problem. Using the wrong tool can lead to wasted time, frustration, and incomplete solutions. This post explores three primary RCA tools. 5 Whys, Fishbone diagram, and Kepner-Tregoe Problem Analysis explains when and how to use

When teams face multiple urgent problems at once, such as a system outage, vendor delays, conflicting stakeholder demands, and tight deadlines, the natural reaction is to tackle the loudest or most visible issue first. This approach often leads to confusion, wasted effort, and unresolved root causes. One key step that many teams skip in this chaos is Situation Appraisal—a crucial part of the Kepner-Tregoe problem-solving method that helps teams step back, clarify the real iss

In IT service management (ITSM), resolving recurring issues quickly and accurately is crucial. Yet, many root cause analysis (RCA) meetings end up stuck in endless debates, with teams defending their views or avoiding responsibility. This wastes time and delays solutions. The IS/IS NOT matrix, a core tool from Kepner-Tregoe's Problem Analysis process, offers a clear, disciplined way to cut through assumptions and focus on facts. It helps teams identify what is truly happening

Imagine handing over your entire business workflow to a powerful AI model provider, trusting they will help you grow and succeed. It sounds like a smart move: they handle complex tasks, offer advanced capabilities, and you pay only for what you use. But what if this relationship is more like giving your product to a supermarket that controls the shelf space? The supermarket watches every sale, every reorder, and every spike in demand. Then it quietly launches its own cheaper

Most AI agents today focus on solving small, isolated problems created by individual contributors. These solutions often address immediate issues but fail to align with the broader goals of the entire organization. To truly transform a business, a different approach is necessary—one that starts with a clear understanding of where the business stands, where it wants to go, and how technology can support that journey at every level. This post explores how adopting an agentic ap

Artificial intelligence is transforming how businesses operate, but the question of where and how to deploy AI tools is becoming more complex. Just as companies once debated public versus private cloud solutions, today’s organizations face similar choices with AI. The early rush to use large, frontier AI models hosted on public platforms is giving way to a more nuanced strategy. Many businesses now recognize the value of combining different AI approaches to balance performanc

Personal assistant AI agents become more useful the more they understand about you. They can manage schedules, suggest personalized content, and even anticipate your needs. But sharing everything about your life with a public large language model (LLM) raises serious privacy concerns. What happens if your most sensitive information: phone numbers, passwords, or private thoughts gets exposed through a data breach? This risk is real and growing as AI becomes more integrated int

Creating a fully autonomous ServiceDesk today is no longer a distant vision. With advances in private sovereign Agentic AI solutions and local large language models (LLMs), businesses can design intelligent, specialized agents that handle IT support efficiently and safely. This post outlines a practical approach to building such a system using current technology, focusing on specialization, collaboration, and dynamic orchestration. Starting with a Local LLM Chat Session The f

When companies prepare to launch a new product, they often focus on external go-to-market (GTM) strategies: setting up distribution networks, choosing omni or multi-channel suppliers, and using technology services or marketing technology (Martech) to maximize adoption and growth. But what happens when the product or service is meant for internal use within the company? Many internal projects fail because teams design solutions from a single location, often the head office, wi

Starting a new financial year means setting clear goals and crafting a strategy that can navigate the challenges ahead. One of the most effective tools for understanding your competitive environment is Michael Porter's 5 Forces framework. This model helps businesses analyze the forces shaping their industry and identify opportunities and threats that influence profitability. Using Porter's 5 Forces can give your business a clearer picture of where power lies in your market. T

Offering freemium accounts has become a popular strategy for many businesses, especially in the software and digital services sectors. The idea is simple: provide a free version of a product or service to attract users, then convert a portion of those users into paying customers. But does this approach actually lead to profitability, or does it trap companies in a cycle of offering free value without sufficient returns? This post explores the realities of freemium models, the

As the new financial year approaches in Australia, businesses face a crucial moment to reflect, plan, and position themselves for growth. One of the most effective ways to prepare is by conducting a thorough SWOT analysis combined with a Blue Ocean strategy review. These tools help identify where your business currently stands, what challenges lie ahead, and how to find untapped opportunities that can lead to sustainable success. Understanding where your products and services

When preparing your financial year roadmap, understanding the external environment is as crucial as knowing your internal strengths and weaknesses. One powerful tool that helps you grasp this external landscape is the PESTLE analysis. This framework examines six key areas: Political, Economic, Social, Technological, Environmental, and Legislative factors. Including a PESTLE analysis in your yearly SWOT (Strengths, Weaknesses, Opportunities, Threats) audit can provide a cleare

As the end of the financial year approaches, businesses face a critical moment to prepare for the next cycle. This period is more than just closing books and filing reports. It is an opportunity to review your entire business approach, identify strengths and weaknesses, and set a clear path forward. A well-crafted financial plan can guide your company through challenges and help seize new opportunities. To build a strong financial plan, you need a comprehensive review of your

Project Management Offices (PMOs) often face criticism for failing due to lack of sponsorship. This belief is widespread, but it misses a crucial point: sponsorship problems are usually symptoms, not the root causes. Many PMOs struggle not because sponsors are absent or uninterested, but because the PMO itself does not clearly deliver results or benefits that matter to stakeholders. To succeed, a PMO must not only perform well but also demonstrate its value in ways that align

Digital technology has transformed how organisations operate, compete, and grow. The rise of mobile devices, the internet, and SMAC technologies "social, mobile, analytics, and cloud" has created new opportunities and challenges. Organisations that understand how to build and apply a digital business strategy can unlock new growth areas, improve efficiency, and deliver greater value to customers and stakeholders. Understanding Digital Business Strategy A digital business stra