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Session 504: XLAs: The Vital Anchor of Service Management

Alan Nance  (Managing Partner, CitrusCollab LLP)

Lisa Schwartz  (CEO, ITSM Academy)

Location: Congressional A/B

Date: Wednesday, November 13

Time: 2:00 pm - 3:00 pm

Pass Type: Conference & Expo Package

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.