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03/09/2026
How a knowledge management project at IKEA turned 150 people's conflicting opinions into one consistent process — and what "best practice vs good practice" actually means in a real department
01/09/2026
What a PeopleCert webinar on AI governance in ITIL (Version 5) actually revealed about accountability, bias, and explainability in AI-assisted service management
04/08/2026
A few years back, an apprentice was handed a simple job: set up a mailbox to collect audience questions for a Q&A, following a presentation by one of the board directors. Let’s call the director John Smith. Sensible lad, the apprentice, he checked before actin
04/08/2026
I once had a delegate pull me aside at the end of day one of a PRINCE2 course and tell me, very quietly, that he'd spent eighteen years managing projects and the manual had just broken his brain.
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