Latest Articles
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Red Inside: Why AI Passes Every Test and Still Fails You
Every service management professional knows the watermelon. The dashboard is green, e.g., every SLA met, every target hit, every number where it should be. But the customer is unhappy, the experience is poor, and nobody can quite reconcile the two. Green on the outside, red on the inside. We usually…
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RAG: How AI Learns to Look Things Up
Two years ago, I set up Enterprise Delivery Excellence (EDE). One of the visions I set for it was to consolidate and centralise our Enterprise Service Management and Consulting information across industries and accounts. Pull the scattered documents, policies and playbooks out of inboxes, shared drives and people’s heads, and…
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Rethinking Governance vs Innovation
Ask most people to describe the relationship between governance and innovation, and you’ll hear the language of conflict. Governance slows innovation down. Innovation breaks the rules governance sets. One is the brake, the other is the accelerator, and every organisation is supposedly stuck choosing between them. Here’s my view: that…
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Show Me the Worse One
A five-word governance test that proves a human actually read the AI’s output. The Rubber Stamp Problem Somewhere in your organisation today, someone asked an AI to write something, glanced at the output for three seconds, and pasted it into an email, a report or a client deliverable. They will…
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Hermes
Hermes is the flagship model line from Nous Research. It is now also an AI agent. Nous Research is an open-source AI lab that began in 2022, when a group of researchers started working together over Discord, GitHub and Twitter. It has grown into one of the most important open-source…