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

The months between the end of go-live support and the optimization window decide whether a PSA takes root or drifts. Here's what to close before hypercare ends.

AI agents are moving from experiment to workforce. Treat them like a new hire: one clear job, one owner, and a measure set before they start.

A services organization came within one conversation of walking away from their new system. What saved it wasn't more features, it was cutting scope down to what actually mattered.

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.

Most professional services organizations think they know how mature their operations are. Most are a stage or two lower than they'd guess. Here are the five stages, and what it takes to move up.

Everyone celebrates go-live. Then week two hits and adoption stalls. Going live is the starting line, not the finish. Here's what decides whether your PSA rollout actually sticks.