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The Coach’s Playbook

My ultimate goal is to write useful and relevant content about everything related to creating success and getting you to the next level.

Sometimes however, I do find myself just blogging about things that need to be talked about, so don’t be surprised by what you find popping up here. I always welcome all useful comments, suggestions and critiques. So come often, bring a friend, and stay as long as you’d like!

The Culture Imperative: Building a Foundation for Success article organizational culture Apr 23, 2025

In my experience working with IT Service Delivery companies, and really any organization striving for big things, there's one truth that consistently rings clear: Culture isn’t office perks or team-building activities, and it isn’t a soft, fuzzy afterthought – it's the bedrock on which any successfu...

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Making Work Flow: Bridging the Gap Between IT Strategy and Day-to-Day Execution agile service delivery article Apr 15, 2025

A guide to understanding the relationship between ITSM, ITIL, IT Service Run Guide, and Agile Service Delivery

For IT service providers, the quest for efficiency, customer satisfaction, and sustainable growth is paramount. In this pursuit, two terms frequently surface: IT Service Management (ITSM) ...

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The Culture Conundrum: Transforming Toxic Culture into Thriving Teams article leadership organizational culture toxic culture Dec 17, 2024

Let's face it, navigating the hectic world of organizational life is tough. But here's the thing: nothing is more critical to your success than understanding and shaping your company culture. Is your organization thriving because of a strong, positive culture? Or is a toxic culture holding you back?...

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Feeling Overwhelmed? Maybe it's Time to Embrace Agile Service Delivery agile service delivery article Nov 21, 2024

We've all been there – that moment when you look at your service desk queue and feel a wave of dread wash over you. The endless stream of tickets, the constant pressure to do more with less. It can feel like you're drowning in a sea of requests.

But what if I told you there's a better way? A world ...

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Blueprint for Success: Your Roadmap to Business Growth blog roadmap & strategy Nov 13, 2024

I wanted to share some thoughts on business growth and what I've learned over the years. It struck me that building a successful business is a lot like planning a road trip. You wouldn't hit the road without a map, right? The same goes for your business – you need a clear direction and a plan to get...

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Culture: The Heart of Your Organization article leadership Nov 01, 2024

In today's business landscape, a key factor that distinguishes successful companies from those that merely survive is culture. It’s the foundation of shared values, beliefs, and behaviors that shape the environment in which people work, and it ultimately determines the trajectory of an organization....

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Escape the Chaos: How Agile Service Delivery™ Can Transform Your Workday (and Your Sanity) article Aug 23, 2024

Let's face it, being an IT technician can sometimes feel like you're trapped in a never-ending game of whack-a-mole. The tickets pile up, the phone rings off the hook, and just when you think you're making progress, another urgent issue pops up. It's stressful, it's exhausting, and it can leave you ...

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The Missing Roadmap article roadmap & strategy Aug 12, 2024

I’ve spent a lifetime immersed in the service industry, from the trenches of service to the executive suites. And what I’ve learned is this: too many businesses are driving aimlessly.

I started my working life as a paperboy, a humble beginning that instilled in me a deep-rooted appreciation for the...

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Chasing Kill Rate Can Kill Your Productivity blog Jul 06, 2021

I had a client ask me why they shouldn't be using Kill Rate as a daily driver of tech performance. It occurred to me I should turn the question and the answer into a blog, so here you go.

Email from client:

I was talking with Bruce yesterday about how we should be tracking lead time and cycle time...

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Tech Interrogation - Easy Digital Downloads blog May 04, 2021

I don't really get into reviewing or showcasing the tools I use to run my business, but there is one I have to share because of how much it means to me. It's a WordPress® plugin called Easy Digital Downloads (EDD), and it is what I use to run all of my product sales and funnels. I selected it severa...

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The Ideal Service Board Layout and Their Swim Lanes blog Aug 31, 2020

Below are the threads of a chapter for my upcoming book Agile Service Delivery – The Ultimate Secret to Making Work Flow, spawned from an email sent to me asking for clarification on service boards/queues.

I was recently asked what it is that I recommend for how to set up service boards or queues i...

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If You're Not Talking About CEX With Your Customers, Who Is? blog Aug 04, 2020

We live in an experience economy, and this means that the customer has a significantly different idea of what their customer experience (CEX) should be than ever before, regardless of what business you're in.

So I ask you, if you're not talking about CEX with your customers, who is?

The most power...

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