From vCIO to Agent Orchestrator: Governed Autonomy for ITSM
The classic vCIO role was built for an era of projects and roadmaps: align IT with business goals, manage budgets, oversee vendors, report on risk. A virtual CIO is essentially a part-time executive who sets IT strategy and ensures technology spend tracks business outcomes. Now, agentic AI is rewiring how work gets done. AI agents can take multistep actions across tools, not just answer questions, and large organizations are already using them to orchestrate complex workflow
Jan 19
Minimum Operable Data (MOD): Your CX & SOC Foundation
Most leadership teams now accept that Agentic AI is here to stay. You can rent high-quality models from the cloud, plug them into your CX and SOC stack, and prototype in days. Yet production value still stalls. Executives hear the same complaints from every direction: CX teams see agents hallucinate or make inconsistent refund decisions. SOC teams drown in noisy alerts because agents can’t see the right context. Data teams say they spend most of their time hunting and c
Jan 8
From Helpdesk to Value Desk: Start 2026 with Agentic KPIs
Shift from helpdesk metrics to a Value Desk Scorecard for 2026—track self-resolution, MTTC, audit-ready automation, and unit cost to prove resilience, control, and ROI.
Jan 5
Audit-Ready Agentic Workflows
Regulators are finished with “innovation theater.” If you operate in a regulated market and you’re deploying agents that act—issuing refunds, moving money, approving claims, routing incidents—you need a control system that stands up to supervisory scrutiny. This article translates that requirement into a concrete approach: align the EU AI Act’s obligations with ISO/IEC 27001 and run your program through policy-as-code , full-lifecycle documentation, and operational evidence
Dec 18, 2025
How to Score AI Feasibility Without the Hand-Waving
If your AI roadmap still advances on charisma and cool demos, you’re playing portfolio roulette. Boards and executives don’t fund vibes; they fund feasible initiatives with a clear path to value and control. Here’s a concrete, auditable scoring method you can put on a single slide—and defend under tough questioning. We’ll score every initiative on three dimensions—Technical Feasibility, Internal Readiness, and External Readiness—using a simple 1–5 scale where the lowest score
Dec 10, 2025
How to Present AI to the Board: The One-Slide Story That Wins Funding (and Trust)
Every boardroom I visit is wrestling with the same paradox: AI is simultaneously the biggest value driver of the decade and the fuzziest line item on the roadmap. Directors are bombarded with headlines, pilots, and vendor pitches—but what they want is simple: a clear view of how AI advances the company’s competitive position, how much it will cost, how you’ll govern it, and what results to expect when. You do not win that discussion with a scatterplot of use cases or a tour o
Dec 8, 2025
From Back Office to Product: Sequencing Everyday AI vs. Game-Changing Bets
Most AI programs stumble not on what to build, but when to build it. Teams try to ship dazzling product features while the data layer is still wobbly, or they get trapped polishing back-office automations and never make the leap to differentiated offerings. The fix isn’t a bigger roadmap—it’s sequencing: orchestrating everyday AI (cash-generating, low-risk, repeatable wins) to fund and de-risk the game-changing bets (moat-expanding capabilities and products). Below is a prac
Dec 5, 2025
Composable AI for Mid-Market Ops: A Safe Autonomy Model
Mid-market CIOs and COOs are caught between rising ticket volumes, tightening risk obligations, and constant pressure to “do more with AI.” You’ve run pilots. You’ve deployed copilots. Teams can talk to AI—but you still hesitate to let agents actually touch production systems: issue refunds, adjust entitlements, quarantine endpoints, or close tickets end-to-end. That’s the autonomy gap. The technology is ready to act, but the operating model, controls, and confidence are not
Dec 3, 2025
From Helpdesk to Value Desk: Agentic AI for Managed IT
A board-ready roadmap to turn Managed IT into a growth lever with Agentic AI—architecture, controls, ROI, and 90-day actions aligned to NIST CSF 2.0, ISO 27001, and the EU AI Act.
Nov 27, 2025
Agentic AI That Works: CX, GRC & Security Leaders’ Playbook
Boards are done buying AI slideware. They want hard efficiency gains in CX and security without tripping regulators or opening new attack surfaces. At the same time, CX leaders are under pressure to lift first-contact resolution, CISOs have to prove control maturity in language auditors respect, and COOs are expected to automate workflows that can survive a subpoena—not just a demo. The downside of getting this wrong is brutal: breaches now routinely run into millions once y
Nov 25, 2025
