ITSM Compass InsightsPractitioner articles on IT service management and IT governance for GCC IT leaders, by the founder of ITSM Compass.https://itsmcompass.com/insights/2026-10-10T00:00:00ZITSM Compasshttps://itsmcompass.com/https://itsmcompass.com/assets/itsm-compass-favicon-64.pngGCC working days and public holidays 2027: what stops the SLA clockhttps://itsmcompass.com/insights/gcc-working-days-public-holidays-2027/2026-10-10T00:00:00Z2026-10-10T00:00:00Z2027 working days, business hours and expected public holidays for each GCC country, the traps that move an SLA clock, and a five-step set-up.Is 87% SLA compliance good? How to read your number before the board doeshttps://itsmcompass.com/insights/is-87-percent-sla-compliance-good/2026-10-10T00:00:00Z2026-10-10T00:00:00Z87% can be a pass, a near miss or almost four days of downtime. How the target, the clock and the counting decide which, and the sentence to give the board.Ramadan 2027 service desk playbook: the day shrinks, the SLA doesn'thttps://itsmcompass.com/insights/ramadan-2027-service-desk-playbook/2026-10-08T00:00:00Z2026-10-10T00:00:00ZLegal Ramadan hours by GCC country, what they do to a business-hours SLA clock, how to re-plan the rota, and what to tell the business before February 2027.Why ITIL experience now matters more than ITIL knowledgehttps://itsmcompass.com/insights/itil-experience-over-knowledge/2026-09-15T00:00:00Z2026-10-03T00:00:00ZITIL gives direction, not instructions. Why judgement, not memorised process, is what makes incident, problem and change practices work, and why that matters more with ITIL (Version 5).ITIL 4 to ITIL (Version 5): what changes, and what to do about your certificationhttps://itsmcompass.com/insights/itil-4-to-itil-5-transition/2026-09-14T00:00:00Z2026-09-24T00:00:00ZA plain guide to ITIL (Version 5) for certificate holders and IT leaders: the new structure, the transition routes from ITIL 4, exam facts, and when ITIL 4 is due to retire.A P1 outage isn't a technical event. It's a trust event.https://itsmcompass.com/insights/p1-outage-trust-event/2026-09-13T00:00:00Z2026-09-23T00:00:00ZWhy major incidents are won or lost on communication, decision-making and follow-through — and a practical playbook for IT leaders running P1s.Governance is not bureaucracy. Poor governance is.https://itsmcompass.com/insights/governance-is-not-bureaucracy/2026-09-12T00:00:00Z2026-09-23T00:00:00ZGood IT governance is fewer meetings, clearer decisions and risks caught before sign-off. How to design governance that speeds delivery up instead of slowing it down.Automate the ticket. Keep the judgement.https://itsmcompass.com/insights/automate-the-ticket-keep-the-judgement/2026-09-11T00:00:00Z2026-09-23T00:00:00ZA practical, responsible approach to AI in IT service management: what to automate, where humans must stay in the loop, and how to govern it.