Navvia ITSM and BPM Blog | David Mainville

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David Mainville

David Mainville, CEO and co-founder of Navvia, advocates for Service and Business Process Management. With 40+ years of experience, he’s held senior roles bridging Business and IT. David drives Navvia's innovative ITSM & BPM solutions, focusing on product development, marketing, and operations.

Four people discuss a process flow diagram on a large computer screen, with labels for risk, incident, and monitoring, illustrating process design for operational resilience

IT Service Management, Operational Resilience

Operational Resilience in Practice: Process Design

Operational resilience is directly proportional to the strength of your ITSM processes, which is why process design is...

by David Mainville

Illustration of people and a computer displaying a checklist, with labels: risk, incident, change, monitoring. Text reads

IT Service Management, Operational Resilience

Operational Resilience in Practice: Process Assessment

Operational resilience is directly proportional to the strength of your ITSM processes. To achieve operational...

by David Mainville

Illustration showing IT service loss, operation resilience, and ITSM impacted by critical breach, global outage, data corruption, and unplanned change alerts.

IT Service Management, Operational Resilience

Operational Resilience Issues? It’s Likely Weak ITSM Processes

Operational resilience isn’t a department, capability, or framework you implement. It’s what comes from ITSM processes...

by David Mainville

An illustration of a balanced scale with books labeled COBIT and ITIL on one side marked

Business Process Management, IT Service Management, Operational Resilience

Practical Governance Beats Best-Practice Frameworks Every Time

Best practices have value, but I’ll take a basic process that is well governed — consistently followed, measured, and...

by David Mainville

Two illustrated web browser windows: one with unclear, chaotic arrows and error symbols; the other with an organized flowchart and a green check mark. Background includes gears and charts.

Business Process Management, Operational Resilience

Process Maturity Isn’t Academic — It’s Just Good Management

As ITSM practitioners, we often get wrapped up in frameworks, standards, models, and best practices. But it doesn’t...

by David Mainville

Illustration comparing strong ITSM processes with weak ITSM processes, featuring a pillar on each side. The left side shows a strong process with checklists and gears, while the right side depicts a weak process with warning signs and cluttered stacks of items. Both sides include the text

Digital Transformation, IT Service Management

Immature ITSM? AI Will Make It Dangerous!

AI is being embedded into every aspect of IT Service Management — from service desk chatbots to core ITSM processes and...

by David Mainville

Illustration of three buildings protected by a large translucent dome, with a green shield and checkmark in front and faint gear icons in the background.

IT Security, Operational Resilience

What Resilient Organizations Do Differently

Across this series, we have explored a consistent theme. Cyber risk is no longer just a technical problem. It is a...

by David Mainville

A person stands by a presentation board with charts, while three dusty, cobweb-covered books labeled NIST CSF, COBIT, and ITIL are shown in the foreground.

Business Process Management, IT Service Management, Operational Resilience

Best Practice Frameworks Are Useless If No One Practices Them

With the release of ITIL 5, I find myself coming back to something I’ve said for years: “It doesn’t matter which...

by David Mainville

Illustration of a brain with

IT Security

Why AI Multiplies Cyber Security Risks: Both Inside and Outside the Organization

Artificial intelligence is changing cybersecurity faster than most organizations can adapt. It is not introducing a...

by David Mainville

Illustration of two men in separate computer windows, one in a suit and tie and the other in a yellow shirt, with cybersecurity icons and network graphics in the background.

IT Security

Why Third-Party Cyber Risk Breaks Operational Resilience

Cyber risk no longer enters organizations only through their own systems. It increasingly arrives through partners,...

by David Mainville

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