Digital Operations

A platform's operating model is the governance, team, and funding structure that turns shared technology like Power BI or ServiceNow into something that actually scales. Here's what it covers, why platforms can't run like normal products, and how to tell if your operating model is the problem.

Early in my career, I learned that you can make any metric turn green if you try hard enough. Fresh out of university, I asked the IT department director how I could add more value. He showed me an email that came in every week. Our department had one of the worst IT incident SLA metrics globally. As an eager graduate, I saw my chance to shine. I dug into the numbers and discovered something interesting: if you put a ticket on hold, the clock stopped. So I created a one-page