GCC working days and public holidays 2027: what stops the SLA clock
2027 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.
Read the article →Insights
Ideas on governance, service delivery and value-led IT.
Practical writing for IT leaders who need their operations to hold up in front of the business.
Latest articles
Service Delivery
Service Delivery
Is 87% SLA compliance good? How to read your number before the board does
87% 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.
Read the article →Service Delivery
Ramadan 2027 service desk playbook: the day shrinks, the SLA doesn't
Legal 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.
Read the article →Frameworks
Why ITIL experience now matters more than ITIL knowledge
ITIL 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).
Read the article →Frameworks
ITIL 4 to ITIL (Version 5): what changes, and what to do about your certification
A 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.
Read the article →Service Delivery
A P1 outage isn't a technical event. It's a trust event.
Why major incidents are won or lost on communication, decision-making and follow-through — and a practical playbook for IT leaders running P1s.
Read the article →Governance
Governance is not bureaucracy. Poor governance is.
Good 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.
Read the article →AI in ITSM
Automate the ticket. Keep the judgement.
A practical, responsible approach to AI in IT service management: what to automate, where humans must stay in the loop, and how to govern it.
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