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Measurement and the Lindy Effect shown as a corner delicatessen with a glowing red neon Lindy’s sign on a rainy city street at night

The Problem with Measurement (in ITSM)

Goodhart’s Law says that once a metric becomes a target, it stops being a good metric, and this article traces that pattern through IT service desk ticket counts, school test scores, and social media algorithms. It connects the idea to the Observer Effect in physics and the Probe Effect in IT monitoring, then lays out five rules for using metrics without letting them run the show.
AI governance shown as a classical building with tall columns and a statue, splashed with red, blue, and teal paint

What Governance Looks Like After AI

AI governance requires more than policies and committees. Discover why organizations need visibility of their AI agents, clear ownership, lifecycle information and reliable change records to govern AI effectively.
Ticket handoffs between teams shown as relay runners passing a card labeled IT on a colorful track

Ticket Handoffs Between IT, Customer Support, and Engineering: Where They Break and How to Automate Them Safely

Ticket handoffs between IT, customer support, and engineering can lead to lost context, unclear ownership, and unresolved customer issues. Discover where handoffs break down and how to automate them safely.
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