John Sansbury
A founding figure in ITIL® and author of The Journey to Service Excellence.
The Exchange is where practitioners come together to share what works, learn from the people who wrote the book, and turn frameworks into results.
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Barclays' AI-assisted job cuts and a quieter freeze on junior hiring raise one leadership question: when AI frees capacity, who decides where it goes before the spreadsheet decides for you?
New Conference Board research shows managers are being asked to check a flood of AI output just as many organisations expect to need fewer of them. What it means for leaders, and the toolkit tools that help.
New Microsoft research finds 84% of UK leaders are confident about Britain's AI future but only 41% of employees agree. Here is what that gap means for leaders, and four practical ways to close it.
A service looks green outside and red inside when headline targets conceal poor experience, recurring risk or harmful variation.
A founding figure in ITIL® and author of The Journey to Service Excellence.
ITIL® v4 Managing Professional with 23 years across government, defence, healthcare, banking and telecoms, and a contributor to the SIAM Body of Knowledge.
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