Kayos Theory

Kayos TheoryGraeme Kay on taming chaos with ServiceNow, AI and automation

I'm Graeme Kay. I started as a floor walker and worked my way up to ServiceNow development. I now automate the routine work, so engineers can spend their time on the technical part of the job.

Say it out loud: Kay-os. Chaos, with my name on it.

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  1. A request arrivesSomeone asks for help or starts a task.
  2. Automation routes itRules handle the routine, so nobody chases it.
  3. AI prepares the next stepSummaries, suggestions and drafts, ready to review.
  4. A person decidesTheir time goes on the judgement calls.
Automate the routine. Keep people in charge of the decisions.

The short version

From walking the floor to building the automation behind it.

Read the full story

  • Hands-on first

    I started as a floor walker, then moved into support and field work, repairing and installing audio-visual systems across Europe and becoming the expert on immersive video.

  • Then building

    I ran the desk and the infrastructure, then helped build Smart Monitoring, a vendor-agnostic monitoring service with a custom ServiceNow integration. Its replacement now helps monitor over 6,000 devices.

  • Now ServiceNow

    I’ve been every kind of user of a service, from customer to field agent to developer. That view shapes how I automate the routine work, so engineers can focus on the technical part.

Free Claude skills

Download a skill as a zip and upload it to Claude. More are added regularly, and the code is open on GitHub.

Business

Skills for everyday business work.

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Health

Skills for looking after your health and wellbeing.

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Life

Skills for everyday life and planning.

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Development

Skills for building and testing software.

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A Dram of Automation

What I've been working on, once a week.

All entries

Have something in mind?

Tell me what you're trying to do and I'll tell you whether I can help.

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