The Framework Outlived the Manual
The ITIL binders were heavy enough to prop open a door, and most of that paper existed to look thorough. Length reads as rigor. The useful part fit on a whiteboard the entire time.
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Experience Is Becoming a Competitive Advantage Again
The industry spent a decade treating institutional memory as overhead. A billion job postings later, the data points the other way—and the mechanism is the part nobody is naming: AI made judgment the scarce resource.
