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The Anatomy of XLA: eXperience Level Agreements
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Presenter: Alan Nance, FISM, Managing Partner CitrusCollab LLLP ... thought leader, innovator, creative disruptor.
Service Management 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.
- 90% of CEOs feel they aren’t meeting their customer needs.
- 85% of CEOs don’t think technology is performing critical functions.
One of the core reasons is that technology teams are often trapped into measuring output rather than outcome, and KPIs on activities rather than XPIs that guarantee experience.
Luckily, ITIL 4 now connects to the world of design thinking and experience management with its focus on co-creation and outcomes. But how can we include eXperience Level Agreements (XLA) effectively and quickly?
In this presentation Alan will explain all-things XLA.
Motivated by the ideas presented? Print a Personal Action Plan to capture them.
- The slide deck will be available to download the morning of the webinar
- The recording of the session will be available post webinar
eXperience Level Agreement (XLA) is a registered mark
of Giarte
Media Group B.V. used under permission of Giarte.
All rights reserved.
DJ Schleen: DevSecOps - Blue is the new Green
Presenter: DJ Schleen, DevSecOps Evangelist and Security Architect, CVS Heath You wouldn’t make changes in a production environment without testing first, so why make changes to a production pipeline and risk breaking the CI/CD process? This talk will introduce the concept of Blue/Green *pipelines* to optimize flow and continuously experiment with security toolsets without interrupting critical DevSecOps [...]
Mapping your Journey to ITIL Island
Presenter: Mark Blanke, OwlPoint Whether you are new to ITIL, Captains of ITIL 3 - or somewhere in between, this webinar is for you. Join us as Mark Blanke, President of OwlPoint, shares with us 5 practical steps to map where your organization is today and how to plan for your journey. Motivated by the ideas presented? [...]
More on ITIL 4. The Conversation Continues.
Presenter: Donna Knapp, ITSM Academy's Curriculum Development Manager / Author ITSM Academy was so excited to introduce ITIL 4 in our January webinar. We can tell our 300+ audience members were excited as well by the number of questions we did get to answer. Join us in February for an extended Q&A session and the latest [...]
ITIL 4. The Next Evolution.
Presenter: Donna Knapp, ITSM Academy's Curriculum Development Manager / Author Join us for an introduction to ITIL 4. We’ll share – at a high level – key ITIL 4 concepts and how those concepts support the management of modern IT services. If your organization is leveraging agile, lean and DevOps practices, you will like what you [...]
Ask Me Anything (AMA) - Lean Edition
CoPresenters: Mike Orzen, Lean Technologist / Author, Donna Knapp, Curriculum Development Manager / Author It’s been said that where there is demand there is a value stream. It seems you can’t visit an IT website these days without reading about the importance of value stream management. As Agile, Lean and DevOps practices accelerate our ability to satisfy [...]
Innovate ITIL with DevOps
Presenter: Sean Mack, CEO, xOps There is a prevalent myth that DevOps and IT Service Management (ITSM) and the IT Infrastructure Library (ITIL) are incompatible. However this supposition has very little basis. ITIL is a framework from which you can take or leave portions you like and, in fact, this framework provides many useful paradigms for DevOps [...]
Modernizing Service Management Processes with Self Service Access
Presenter: Nick Schneider, Lean Consultant/Managing Partner, Sumplify Driven by a range of initiatives: DevOps, Digital Transformation, Modern Operations, etc - today Infrastructure and Operations organizations are experiencing growing pressure to modernize established IT Service Management (ITSM) processes and practices. The impetus is help streamline and accelerate software and service delivery to safely improve their organization’s speed, agility [...]
Automating Security Controls with DevSecOps
Presenter: DJ Schleen, DevSecOps Evangelist and DSOE Global Manager, Aetna When organizations understand the ease in which security controls can be integrated into the development process they are able to produce higher quality software and achieve increased productivity from their developers. This talk discusses what security controls should be implemented to kick start the adoption of DevSecOps and how they benefit [...]
Getting started with VeriSM - with case study
VeriSM™ is a Service Management approach for the digital age that helps service providers create a flexible operating model to meet desired business outcomes.Presenter: Clair Agutter, VeriSM Chief Architect and Steve Leach, Head of Service at 6point6 Cloud Gateway (case study) Join us for a VeriSM update from Chief Architect Claire Agutter – including early adopters, next publication and the global [...]
