There are moments in the life of an organisation when you sense that something important is happening, even though what is happening hasn’t yet been named. Artificial intelligence is one of those moments. Not so much because of its technological capabilities, which are undoubtedly transformative, but because of the way it is entering organisations. It … Read more
#TheESMGuide constitutes the first and only logical reference model worldwide explicitly designed for the implementation of Enterprise Service Management as an organisational system. Its approach transcends traditional operational and technological frameworks, integrating corporate governance, organisational transformation, service management, and process management into a coherent architecture oriented towards decision‑making, strategic alignment, and the generation of sustainable … Read more
The first thing I would like to do is acknowledge the work of PeopleCert and all its collaborators (both internal and external) for the effort and investment required to keep this globally referenced and much‑loved body of good practices alive and relevant. In this world, fortunately, we can agree on some things and disagree on … Read more
This is a reflection drawn from what I’ve lived, learned, and what I am still discovering, so I hope you enjoy it with the simplicity with which I try to share my perspective. Here we go… There are ideas that try to explain how culture is formed within an organisation. One of them suggests that … Read more
At the end of January 2026, I had the opportunity to take part in the annual itSMF conference in the Czech Republic. I travelled to Prague with a very clear intention: if I only had twenty‑five minutes in front of an expert audience, I didn’t want to talk about tools, frameworks, or trends. I wanted … Read more
Hello, We are once again at the end of one year and the beginning of another, and I’m starting to see many people taking stock of how it went: that it went well, that it didn’t go so well, that they travelled a lot, that they studied flat out, that they had a lot or … Read more
Do you know what happens when an idea stops being theory and becomes a shared cause? That is A.R.T.E. Some projects are conceived and begin with the head, and others are born from the heart. A.R.T.E. belongs to the latter. I didn’t design it to add yet another methodology, nor to compete with familiar frameworks … Read more
Enterprise Service Management (ESM) is no longer merely an extension of ITSM—it has evolved into a strategic discipline that redefines how organisations design, deliver, and improve their services. This article explores its origins, evolution, international recognition, and introduces #TheESMGuide (“Reference Guide for the Implementation of Enterprise Service Management”, Madrid 2023. ISBN 13: 978-84-09-56737-9), the first … Read more
