EVENTS

Here's what happening "in the Grove" 

11/11/2019

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

9am - 3:45pm ET

Omni Resort at ChampionsGate Orlando, FL

Event Details

11/11/2019

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

Presented at Service Management World

 

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.


More Info and to register:  https://www.smworld.com/conference/Session?session=Pre-11-One-day-Workshop-The-Essense-of-Experience-2019-11-11

9am - 3:45pm ET

Omni Resort at ChampionsGate Orlando, FL

9/17/2019

Webinar: 2020 Vision: The Future of Digital Employee Experience

1pm - 2pm ET

Webinar - https://bit.ly/2k9E0a2

Event Details

9/17/2019

Webinar: 2020 Vision: The Future of Digital Employee Experience

Alan Nance will be joining our partner Nexthink to talk about...

 

Great digital employee experience is linked to lower employee attrition, more revenue and higher levels of customer satisfaction. Yet it’s an area that is often overlooked with IT focused more on speed than satisfaction. As the benefits become more well-known, more and more digital workplace and end-user computing professionals are prioritizing experience. Is your organization?


Join IDG and Nexthink for a live, hour-long roundtable discussion as we learn from industry leading CIOs and CTOs as they discuss their future plans and strategies to improve experiences of digital employee experience and the digital workplace in 2020 and beyond. 

Listen to over 78 years of collective wisdom direct from practitioners at the cutting edge of IT leadership and innovation.


This webinar covers:

  • What are the promised benefits of improving the digital experience of employees?
  • What does good experience look like and how are you planning to get to great?
  • What are some surprising predictions you have for digital employee experience?

Register Today


1pm - 2pm ET

Webinar - https://bit.ly/2k9E0a2

09/18/2019

ITSM Crowd 59 – XLAs: Measuring Experience in the Digital World

11:30am - 12pm

Youtube - https://youtu.be/zGCZ_h10U9M

Event Details

09/18/2019

ITSM Crowd 59 – XLAs: Measuring Experience in the Digital World

In episode 59 of the ITSM Crowd, Claire Agutter is joined by Lisa Schwartz and Alan Nance from Citrus Collab, and David D’Agostino from Nexthink to talk about eXperience level agreements (XLAs).


The Nexthink site describes XLAs in this way:

“XLAs … focus on service but shift the metric. Instead of meeting arbitrary targets, XLAs measure both hard and soft data to discover how satisfied customers and employees are with IT services. It’s a critical factor: As noted by recent research, while service providers continue the “race to zero”, data shows that many companies are willing to pay more for better service. Why? Because staff expect the ability to leverage cutting-edge cloud services, connect to corporate networks from mobile devices and easily implement new IT services. XLAs measure what matters to employees: Day-to-day experience.”

XLAs are contrasted with traditional SLAs, which sometimes focus on objective metrics only while missing the more subjective ‘feelings’ of the customer about a service.   


You can watch the episode live on September 18th at 16.30 BST. Ask questions live using Youtube comments, and make sure you follow the hashtag “ITSMCrowd” on twitter.

11:30am - 12pm

Youtube - https://youtu.be/zGCZ_h10U9M

5/16/2019

Webinar: The Anatomy of XLA: eXperience Level Agreements

Watch Recording: https://youtu.be/kr4ufD_k5r4

Event Details

5/16/2019

Webinar: The Anatomy of XLA: eXperience Level Agreements

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.

Consider that 

  • 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?

Join this webinar - hosted by ITSM Academy - to learn how.  

Register: https://bit.ly/2J7buA6

Watch Recording: https://youtu.be/kr4ufD_k5r4

5/5/2019 - 5/9/2019

Conference: ServiceNow Knowledge 19

Watch Videos: https://bit.ly/2YmqVZY

Event Details

5/5/2019 - 5/9/2019

Conference: ServiceNow Knowledge 19

We will be supporting our partners Nexthink at KNOW19 (booth 823). Want to learn more about Nexthink?  Read this customer case study:  https://www.servicenow.com/customers/vitality.html 

Watch Videos: https://bit.ly/2YmqVZY