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Pre-11: One-day Workshop: The Essence of eXperience: Making eXperience Level Agreements (XLAs) Work

Alan Nance (Managing Partner, CitrusCollab LLP)

Lisa Schwartz (CEO, ITSM Academy)

Location: Augusta B

Date: Monday, November 11

Time: 9:00am - 3:45pm

Pass Type: Pre-Conference Workshop

Track: One Day Pre-Conference Training

Vault Recording: TBD

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.