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


Monday, November 11 at 9:00 AM

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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.

Alan Nance

Managing Partner
CitrusCollab LLP

Alan Nance is Managing Partner of CitrusCollab LLLP. Alan brings a fresh and optimistic approach to business and digital transformation, proven to help enterprises change for growth, built on eXperience Level Agreements (XLA). Alan has successfully deployed technology to ignite growth and performance in complex enterprises like ING Bank, Royal Philips, and Barclays Bank. He was one of the original founding brothers of ITIL, and has written a number of articles and books on service management, including the Essential ISO/IEC 20000 Managers' Executive's Guide.

Lisa Schwartz

CEO
ITSM Academy

Lisa Schwartz is CEO of ITSM Academy, which celebrated its fifteenth anniversary this year, and a managing partner of CitrusCollab. A cofounder of the DevOps Institute (DOI), Lisa is very active in the ITSM, Agile, DevOps, and the now emerging XLA communities. An avid football fan, her personal motto is "There is no traffic jam on the extra mile" (Roger Staubach).