Session 504: XLAs: The Vital Anchor of Service Management


Wednesday, November 13 at 2:00 PM

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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.

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).