✍️ BLOG
No hype.
No hype.
No marketing.
Just real operations.
Direct opinion on IT Operations, ITSM, automation and Artificial Intelligence — written by people who have spent decades in the trenches, not in vendor whitepapers.
The big lie of incident resolution
The big lie of incident resolution: no, you don't lose €100K for every hour of downtime
Open any recent ITSM report. You won't take five minutes to run into the metric of terror. It gets repeated until you're tired of it, with colourful graphs and six-figure budgets. Let's tell the truth for once.
The MTTR trap
The MTTR trap and other vanity metrics: why you should measure human impact
A low MTTR is the absolute indicator of operational success. And it is a tremendously dangerous lie.
The collapse of traditional escalation
The collapse of traditional escalation: why your Level 1 must stop being a human router
L1 support has ceased to be a resolution level and become a simple, inefficient, expensive and deeply frustrating messaging system for everyone involved.
AI in IT support: copilots, yes
The AI hangover in IT Support: copilots, yes; autopilots, absolutely not
The sales rep promises that AI will detect the problem, write the code to fix it and send the client a bottle of wine to apologise. The reality in the trenches is different.
Post-mortem as corporate theatre
Post-mortem as corporate theatre: closing the Jira ticket does not fix the real problem
A form gets filled in, the failure is described, a patch is applied, the ticket is closed... and it is never looked at again. Until, three months later, the same service goes down for exactly the same reason.
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