SLAs Are No Longer Enough—Why XLAs Matter Now More Than Ever
For decades, Service Level Agreements (SLAs) have been the gold standard of performance metrics in IT and service delivery. They’ve told us how fast we resolve tickets, how often systems are available, and how efficiently we process requests. But why XLAs matter now more than ever? Here’s the catch—SLAs only tell half the story. In […]
Co-Creation over Control: Managing Services in a Shared Value Era
Service management has always aimed to deliver value. But in a world moving toward Industry 5.0, that value can no longer be created without co-creation or in isolation. Customers aren’t just passive recipients—they’re collaborators. Employees aren’t just executors—they’re contributors to service evolution. The future belongs to organisations that can co-create services alongside their stakeholders. In […]
Project Success in Industry 5.0: From Milestones to Meaning
For decades, project success has been measured in a narrow triangle: time, cost, and scope. Did we deliver on time? Did we stay within budget? Did we meet the spec? These questions defined project excellence. But in an Industry 5.0 world—where outcomes are increasingly judged by stakeholder impact, sustainability, and human experience—those metrics fall short. […]
From Industry 4.0 to Industry 5.0 – The Shift from Smart Tech to Smart Society
Industry 4.0 was the poster child of modernisation—digital twins, predictive analytics, automation, and AI-driven factories. But just as we mastered the art of working smarter, Industry 5.0 knocked on the door with a very different agenda. It challenges us to look beyond intelligent technology and efficiency, asking a bold question: “What if smart isn’t enough?” […]
SLAs vs XLAs: Why XLAs (Not SLAs) Are the Future of Service Management in Industry 5.0 – And How PDCA Helps You Get There
In today’s transition from Industry 4.0 to Industry 5.0, businesses are being challenged to shift from pure efficiency to resilience, human-centricity, and value co-creation. Service Management must evolve with this shift, and in the ongoing discussion of SLAs vs XLAs, it’s becoming clear that the traditional SLA (Service Level Agreement) model no longer cuts it. […]
Why the SECI Model Conflicts with the Seven Rules of Knowledge Management – And Why It Matters for Industry 5.0, Service Management, and Your KM Strategy
As we transition into the era of Industry 5.0 and adopt modern service management practices, knowledge management (KM) has taken centre stage. Organisations are no longer satisfied with capturing knowledge—they want to cultivate it, share it, and use it to co-create value. But how we approach KM makes all the difference. Two dominant frameworks often […]