This is a follow up to our original report on IT Service Governance published in 2020 titled SLA Design in a Complex IT EcoSystem. T2RL has undertaken further analysis of the prevailing standards in the industry, as well as emerging practices and the evolution of both experience-based service levels and artificial intelligence. This allows us to understand how service management is changing in the greater IT industry with the challenges of new service architectures and commercial models and what further improvements are required to help achieve better business outcomes, especially for the airline industry.