“Exactly,” Maya said. “No more cowboy coding.”

Third slide: Service Transition .

Helen frowned. “We provide on-time flower delivery.”

Maya took a breath. “We’re fixing symptoms, not causes. We need a system. A playbook.”

Maya nodded. “That’s ITIL 101. It’s not about technology. It’s about trust, process, and knowing what ‘done’ really looks like.”

“Right now,” Maya said, “we handle everything as a crisis. A driver’s app freezes, we reboot. A router fails, we buy a new one. That’s heroics, not strategy. ITIL says: first, define the service . What are we actually providing?”