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 […]
The 7 Ultimate ITIL 4 Guiding Principles
Ever wonder how businesses keep their IT services running smoothly while meeting customer needs? ITIL principles provide a clear answer. These guidelines shape service management to deliver value, reduce risks, and improve efficiency. ITIL 4, the latest version of the ITIL framework, offers seven core principles. They guide organizations to manage IT services effectively. This […]
ITIL Foundation Exam – Certification Levels and Career Paths
The Information Technology Infrastructure Library (ITIL) Foundation Exam sets the standard for professionals aiming to prove their skills in IT service management. This certification signals to employers that you understand how to manage IT services with efficiency and professionalism, qualities that are always in demand. Whether you’re starting your career or aiming for a higher […]
15 ITIL Best Practices to Implement in 2025
What Are ITIL Best Practices? ITIL best practices guide organizations to manage IT services effectively. They align IT with business goals, improve service delivery, and enhance customer satisfaction. ITIL, or Information Technology Infrastructure Library, offers a comprehensive framework for IT service management (ITSM). These practices cover processes like incident management, change management, and service desk […]
ITIL Best Practices for Change Management: Minimize Risks, Maximize Efficiency
ITIL change management controls the lifecycle of changes to IT systems. It ensures that updates, such as security patches or software upgrades, occur without compromising service delivery. The primary objective is to enable beneficial changes with minimal disruptions. This process involves planning, approving, and reviewing changes to maintain operational continuity. A well-defined process reduces errors […]
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?” […]
ITIL Change Management: A Comprehensive Guide for IT Service Excellence
ITIL Change Management is a structured process that guides organizations in handling changes to their IT systems and services. By definition, it ensures every change—big or small—follows a set of standardized steps. This approach enables businesses to introduce updates, resolve issues, or launch new features with minimal risk and disruption. With ITIL Change Management, teams […]
What is ITIL? The Complete Guide for Business Management Consultants
What is ITIL? One simple answer is, ITIL—Information Technology Infrastructure Library—is the gold standard for IT Service Management (ITSM). It aligns IT services with business goals through proven best practices. According to PeopleCert, 82% of Fortune 500 companies, like Microsoft and IBM, rely on ITIL. Over 3 million professionals worldwide hold ITIL certifications, driving efficiency […]
Navigating Complexity Through Cynefin and Estuarine Mapping (Are They Any Good?)
Some people are fans of Elon Musk and his technology companies like SpaceX and Tesla. Who can help being a fan of things that explode, sometimes intentionally, sometimes not. I find myself drawn to frameworks that explain and help us navigate knowledge and complexity. I was always a big fan of Nonaka-Takeuchi SECI model of […]