Insights

Field notes on operating AI

Writing on AI operations and outcomes. Drawn from real deployments on Zendesk, ClickUp, and Workday.

ServiceNow was built for enterprises with platform teams and multi-year budgets. Mid-market IT pays the price. The right...

May 17, 2026 5 min read Read

Professional services firms have the platforms. They run projects in spreadsheets anyway. The PSA gap is an operations p...

March 30, 2026 7 min read Read

Diamond is the highest tier in the ClickUp partner program. Here is what separates a Diamond partner from the rest, and ...

February 10, 2026 7 min read Read

Pre-configured ITSM workflows change the economics of going live. Incident, problem, change, and service catalog built b...

December 16, 2025 5 min read Read

AI-operated IT support is not a chatbot. It is AI agents that route, deflect, and remediate, governed by a human operato...

November 6, 2025 6 min read Read

AI agents drift. Knowledge gaps accumulate. Routing breaks on untested edge cases. Unoperated AI is slow, invisible deca...

September 19, 2025 6 min read Read

Most organizations have implemented AI. Fewer are operating it. The gap between deployed and operated is where outcomes ...

August 2, 2025 5 min read Read

Three states of enterprise AI. Most organizations know which one they are in. Very few know what it costs to stay there,...

June 15, 2025 6 min read Read

Set up 4 powerful ClickUp automations that route tasks, assign owners, and trigger updates automatically, so your team s...

April 3, 2025 2 min read Read