ITSM – Dr. Carl Ryan Tucker

SLA vs XLA, and Measuring What Users Feel

January 12, 2026 by Dr. Carl Ryan Tucker

How to operationalize experience level agreements without turning them into vanity metrics IT service management has treated SLAs like the scoreboard for decades. Tickets closed on time. Response windows met. Mean time to resolve trending down. On paper, everything looks healthy. Then a user says, “I lost half a day to this!” That is the …

ITSM Modernization: From Service Tickets to Autonomous Operations

December 29, 2025 by Dr. Carl Ryan Tucker

Reimagining Service Management for a Cloud-Native World In today’s fast-paced IT environments, the traditional help desk is starting to look like a relic. Service tickets still exist, but they’re no longer the centerpiece of IT Service Management (ITSM). As organizations migrate to cloud-native architectures and embrace agile delivery models, legacy ITIL frameworks built around static …