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Designed to meet the unique needs of service management and technical support leaders, Service Management World will explore the strategic and tactical elements of managing and deploying an optimal service management strategy.

Session 505: What XLAs Are Not

Doug Rabold  (CXO, Bold Ray Consuting)

Location: Grand Caribbean 11

Date: Wednesday, November 15

Time: 11:30 am - 12:30 pm

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track: Modernizing Service Management, Connecting the Dots: Frameworks and Methodologies

Session Type: Session

Vault Recording: TBD

Audience Level: Intermediate/Advanced

Experience level agreements (XLAs) are all the rage. They've been at the crest of the hype-cycle for the last few years. Everyone is talking about them. Most ITSM practitioners now know what they are. Many know how to develop them. Some have implemented them. A few have realized genuine experience improvement from them.

However, one of the unfortunate truths – as with many new approaches and emerging methodologies – is that what they are not is far too often overlooked. This simple fact leads to poor design and implementation, which can result in perceived failure. And as the saying goes, “You only get one chance to make a first impression.” Join Doug Rabold for this exploration of the flip side of XLAs and discover how you can avoid the pitfalls that others have fallen into when designing and implementing XLAs.