A solutions engineer and Agile and DevOps transformation specialist with deep expertise across the Atlassian ecosystem, he writes about why most ITSM and ESM implementations fall short of their potential and what it actually takes to fix that. His work is grounded in a belief tested across dozens of organizations: that tools like Jira Service Management and Confluence only create value when the people using them are understood first and the processes built around them reflect how teams actually work.