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Person looking through binoculars with two portraits in the lenses, representing perspective in service management

Why Service Management Is a Human Behavior Problem

Service management frameworks describe what people should do and rarely explain why they don’t. Maarten Bordewijk has spent 30 years arguing that the problem is behavioral, not procedural. In episode 10 of Conversations with Giants, he makes the case for founding the discipline on behavioral science, explains why AI raises the value of human judgment, and gives his blunt verdict on the new ITIL.
Three IT team members arguing during an outage, illustrating vendor blame in multi-vendor outages

When Three Different Vendors Each Say the Outage Isn’t Their Fault

When three vendors each report a different timeline for the same outage, none of them are necessarily wrong, and none of them add up to what happened. This article looks at why multi-vendor outages are becoming the norm as cloud infrastructure consolidates around a handful of providers, why vendor timelines rarely match, and why the only thing an organization fully controls is its own independent incident record.
Man looking anxiously through a window, representing the risk of facing an SPLA audit unprepared

Microsoft Audits Hosting Providers Every Other Year Now, and Most Have No Governance Plan

Nearly half of Microsoft hosting providers surveyed by SAMexpert were audited or verified within the past twelve months, a rate higher than researchers expected. Most run SPLA without a dedicated owner, and 47% have no audit governance plan at all. Alexander Golev and Daryl Ullman break down what separates providers who can prove their compliance position from those whose confidence has nothing behind it.
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