This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.
November 9-13, 2019
Omni Resort at ChampionsGate Orlando, FL
SCHEDULE BUILDER
Browse, filter, and select your list of sessions and activities. You can plan your schedule in advance and access it before and during the show via export or the conference app. This tool is provided for your convenience and does not guarantee admission to the sessions you select. Adding a session to your schedule does not register you for any preconference training or workshops.
According to recent research, 90% of CEOs feel they aren’t meeting their customer needs, and 85% of CEOs don’t think technology is performing critical functions. Why, after years of implementing service management best practices, is the reputation of most technology departments still below par? One of the core reasons is that technology teams are often trapped into measuring output rather than outcome, and KPIs rather than XIs (experience indicators). Experience level agreements (XLAs) are the foundation of a fresh and optimistic new approach to managing the business of technology. In this workshop, participants will gain a deeper understanding of XLAs, including the fundamentals of taking an XLA from concept to reality. • Compare and contrast XLA with the more traditional KPI/SLA approach. • Explore the Dream-Discover-Design phases of XLA and how these are supported by automatic tooling. • Learn how XLAs relate to consumption-based sourcing arrangements, staff onboarding, workplace experience, DevOps, and more.
This class is for any leader who’s interested in improving the delivery of a valuable experience to employees and customers.