Practitioner-first insights on Professional Services Automation, Services operations, and making your systems actually work.

Clicking through a few screens tells you the buttons work. It does not tell you whether your business runs through the system. What a real test scenario looks like, who should be in the room, and the four exit criteria that mean you are actually done.

Six to nine months after go-live your change request list comes to life. Around month twelve it becomes a graveyard. Here is how to tell your window is closing, and a three-bucket method for triaging the list before it does.

Going from Foundation to Activation is the first leap in the SOMM. What you are leaping from, what makes a build fit your business, and the three things that surprise almost everyone in the first few weeks.

You came away from the Services Operations Maturity Model with a hunch about where you land. Here is what each level actually tells you to do, and a short assessment that turns the hunch into a starting line.

AI can execute on a clean spec. It cannot optimize a PSA implementation. Here is what using AI well actually looks like, and why experienced consultants still matter.

Most PSA implementations don't fail overnight. They send warning signs first, and by the time the trouble is obvious, the cheap fixes are gone. Here's how to spot the signs early, and what to do about them.

Going live feels like the finish line. It's really just Phase 1. The real return on your PSA investment comes from what you do after, and most organizations leave that value on the table.

Choosing the wrong PSA implementation consultant is expensive. Here's what to look for, the red flags that should give you pause, and the questions to ask before you sign, including why the best ones will tell you no.

Good UAT isn't clicking around until something breaks. It's built from real scenarios, run in the right sequence, and driven by a few moves that separate testing that protects your go-live from testing that just checks a box.