What we have learned doing the work

A support desk measured on how fast it closes things will get very good at closing things. Recurrence is the number that tells you whether anything is actually being fixed.

Awareness training assumes the solution is people being more careful. The organisations that stop losing money design processes where one person being fooled is not enough.

The useful question is not whether a model can do a task. It is what a wrong answer costs, how quickly anyone would notice, and whether the work was ever the bottleneck.

The compute bill is the part everyone models and the part that surprises nobody. The costs that break a migration budget are egress, the rewrite you did not scope, and the year you run both environments at once.

Almost every company runs something critical on a spreadsheet nobody meant to make permanent. Here is how to tell when that is still fine, and the specific signals that mean it is not.