December 2025

Over more than 30 years in IT service management, Paul Whitlock has helped organisations develop service management as a strategic capability. He has stabilised mission-critical platforms and reshaped operating models for the digital age. Today, Paul is a Senior Associate Consultant with Certus Services, and in our first Associate Spotlight […]

Digital transformation in IT Service Management often reveals challenges – hidden costs, resource gaps, and cultural resistance that vendors rarely highlight. While seamless change is seldom a reality, these obstacles present opportunities to unlock real value if addressed early. Anticipating and tackling these challenges early turns them into levers for