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Webinar – Selling Experience Management and XLA to C-Level
Based on his book ”Selling XLA to C-level”, Mark Smalley will outline an approach for “selling” Experience Level Agreement (XLA) and other forms of Experience Management to C-level executives.
XLAs are a newer approach to IT service management that emphasises user experience and business impact, extending traditional Service Level Agreements (SLAs) that focus solely on technical and often irrelevant metrics. The approach acknowledges the inherent skepticism C-level executives may have toward new IT initiatives and provides a framework for presenting XLAs in a way that resonates with executive priorities.
This framework emphasises aligning XLAs with business goals, highlighting their impact on financial performance and competitive advantage, and addressing any implementation concerns or risks. The approach also considers the motivations behind executive decision-making, emphasising the importance of understanding both rational business drivers and personal concerns. Finally, it provides tailored messaging strategies to appeal to specific psychographic profiles of C-level decision-makers, ultimately aiming to bridge the gap between IT enthusiasm and C-level scepticism in order to secure buy-in for XLAs.
Time will be allowed at the end of the live webinar for Q&A.
Presenter
Mark Smalley is a writer, coach, and bridge-builder at Smalley. IT, helping IT professionals understand service with a keen focus on progressive management of IT systems and services. He has contributed to many industry bodies of knowledge including IT4IT and the XLA movement, has served as lead editor for ITIL 4 High-velocity IT and lead author for the new ITIL Experience, and has delivered presentations at hundreds of events across more than thirty countries.
Delivery Platform
This webinar will be delivered using ClickMeeting.
PeopleCert ITIL CPD Points
itSMF UK members will automatically earn 1 ‘Professional Education’ ITIL CPD point for attending this event – more details available here.
How much does it cost?
This event is FREE for all itSMF UK members.
If you are not yet an itSMF UK member, you’ll be shown the individual member annual fee once you click on register now – or you can find out more about membership by clicking here.
Please register using the link below and access details will be sent to you before the webinar start date. A recording of the webinar will be available here 24 hours after the live event.
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