SLAs Are No Longer Enough—Why XLAs Matter Now More Than Ever

Why XLAs Matter

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

co-creation in service management

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 […]

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

seven rules of knowledge management

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 […]

Know Your Client’s Business for Effective ITIL & PRINCE2 training

When delivering training on ITIL or PRINCE2, it’s crucial for trainers to understand the business context of their trainees. This understanding enables trainers to provide relevant examples and case studies that resonate with the trainees’ real-world experiences, thereby enhancing the learning process. Here’s why this approach is vital:  1. Enhances Relevance and EngagementTrainees are more […]

Knowledge Management: Use It or Lose It

In today’s rapidly evolving business landscape, organizations face the challenge of managing vast amounts of information. The effective utilization of knowledge can be a game-changer, leading to improved decision-making, innovation, and competitive advantage. In this blog, we explore the intersection of two powerful frameworks—ITIL (Information Technology Infrastructure Library) and PRINCE2 (Projects IN Controlled Environments)—and their […]

The Value of Experienced Trainers in ITIL & Prince2 training

In the rapidly evolving landscape of IT and project management, certifications such as ITIL (Information Technology Infrastructure Library) and PRINCE2 (Projects IN Controlled Environments) are invaluable. These certifications, provided by PeopleCert, are globally recognized benchmarks of competence in IT service management and project management, respectively. However, the efficacy of these training programs heavily depends on […]

ITIL’s Impact on Efficiency & Service in an Investment Bank

In the fast-paced world of banking, where customer expectations are soaring and technology is evolving rapidly, the need for robust IT service management practices is more critical than ever. The Information Technology Infrastructure Library (ITIL) has emerged as a guiding framework for organizations seeking to optimize their IT operations and enhance service delivery. In the […]

The Where, When, Who and How: Part One ITIL

I keep six honest serving men, they taught me all I knew. Their names are What and Why and When and How.  Introduction   In a previous post I looked at my “why” and “what” of best practice around the Axelos qualifications and exams. In this article I will take you through the “where”, “when”, […]

The Why and What

I keep six honest serving men, they taught me all I knew. Their names are What and Why and When and How and Where and Who. Update Summer 2024  I have updated my qualifications in the past year with a refreshed Prince2 and ITIL 4 Specialist in Monitor, Support and Fulfil which when combined with […]

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