Practical ITSM. Real-world experience.
ITSM UNBOXED
Practical service management.
Built in the real world.
ITSM Unboxed is a practical knowledge hub for people building and improving IT service management, enterprise service management, service delivery, operations, and service-management platforms. Explore real-world case studies, lessons learned, Field Notes, frameworks, and resources built from more than 20 years of experience turning service-management strategy into working reality.
Speaker at HDI Minnesota miniCON · Government IT Symposium · ITSM Community of Practice
Who This Is For
For people doing the work.
ITSM Unboxed is for practitioners, leaders, and teams who are building, improving, or running service management in the real world — not just studying it.
ITSM practitioners and team leads
Service management office leaders
ITSM platform product owners and administrators
IT directors and operations managers
Change, release, and incident managers
Knowledge and service catalog owners
Continual improvement leads
IT workforce and organizational strategy leads
Enterprise service management teams
Anyone implementing or maturing an ITSM platform
Anyone who has ever asked: why isn't this working the way it should?
Case Studies
From strategy to working reality.
Real implementations. Real challenges. Real outcomes.
Building a Service Management Office
How service-management practices distributed across teams were brought together into one integrated operating model with shared governance, standards, and improvement planning.
Read Case Study: Building a Service Management OfficeHaloITSM Platform Transformation
Lessons from selecting, designing, implementing, adopting, governing, and continuously improving an enterprise ITSM platform.
Read Case Study: HaloITSM Platform TransformationITSM Platform Product Ownership
How a service-management platform can be owned and governed as a product rather than simply administered as a technical application.
Read Case Study: ITSM Platform Product OwnershipRelease Management at Enterprise Scale
How repeatable release practices, readiness reviews, governance, and operational preparation support large technology implementations.
Read Case Study: Release Management at Enterprise ScaleService Management Automation
Examples of eliminating manual work while maintaining governance, auditability, and customer experience.
Read Case Study: Service Management AutomationIT Workforce Strategy
How technology strategy, organizational design, workforce planning, HR, and service delivery can intersect.
Read Case Study: IT Workforce StrategyHaloITSM
Platform strategy, not just platform administration.
What it means to own an ITSM platform as a product.
Nicole has spent years implementing, governing, and continuously improving HaloITSM as an enterprise platform product owner. The work goes beyond configuration — it includes service design, adoption, governance, roadmap ownership, and connecting the platform to the practices it is supposed to support.
HaloITSM Expertise"The platform is not the practice. But the right platform, owned and governed well, makes the practice possible."
Field Notes
Shorter. More direct.
Observations, frameworks, and lessons from the work.
Before You Configure Anything: What ITSM Platform Implementation Actually Requires
The configuration decisions that matter most are not made in the platform. They are made before you open it.
Read Note: Before You Configure Anything: What ITSM Platform Implementation Actually RequiresTraining Is a Product, Not a Project
Why treating training as a one-time event is one of the most common reasons ITSM adoption fails.
Read Note: Training Is a Product, Not a ProjectMore Field Notes Coming
New observations, frameworks, and lessons from the work — added as they are ready.
About Nicole
Practitioner. Platform product owner. Speaker.
ITSM Unboxed explores how teams, tools, practices, governance, automation, service experience, and organizational strategy can work together as one service ecosystem. Practitioner, product owner, and speaker with more than 20 years of experience.