November 9-13, 2019
Omni Resort at ChampionsGate
Orlando, FL
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.
Alan Nance (Managing Partner, CitrusCollab LLP)
Lisa Schwartz (CEO, ITSM Academy)
Date: Wednesday, November 13
Time: 2:00pm - 3:00pm
Pass Type: Conference & Expo Package, Executive Connections
Track: Driving Strategic Decision-Making
Format: Session
Vault Recording: TBD
Service management, whether based on ITIL4, IT4IT, or DevOps, exists to guarantee a valuable experience to customers and colleagues. Despite years of implementing best practices, the reputation of most technology departments is below par in the eyes of business leaders. The reason is that technology teams are often trapped in measuring output rather than outcome, and KPIs on activities rather than XPIs that guarantee experience. Many times, the process we are managing has not even been designed with experience in mind. How can we include XLA effectively and quickly to get a return on our investment in service management guidance and practice? Where do we start? What does “good” look like? Where do XLAs fit within ITIL4, IT4IT, and DevOps? In this presentation, Alan Nance will explain how companies like Heineken, Philips, and Teva Pharma are using XLAs to design and deliver a world-class experience to the customers.