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Customer and employee experience: SLA, XLA and OXM in a COVID-challenged world

September 15, 2020, 10:00 am - 1:00 pm

The role of IT departments to provide a consistent level of service and operations for users, whilst driving proactive improvements to enhance digital employee experience, has never been more business-critical… and at the same time has never been more unpredictable and complex.

For some time we’ve witnessed a move away from traditional SLA-based service delivery towards experience-based agreements and associated metrics. The pandemic has further complicated this scenario, with customers and service providers facing unprecedented challenges in the way they interact and work most effectively.

This online forum brings together a line-up on popular industry experts – Duncan Watkins of Forrester, Dave D’Agostino of Nexthink, Sami Kallio of Happy Signals and independent consultant and author Barclay Rae – to explore the best ways to manage customer and employee experience in the future.

The event will also include break-out discussions to give attendees the chance to share their particular interests and concerns.

Check out the programme details below and book your place!


Customer and employee experience in a COVID-challenged world
Duncan Watkins, Forrester Research

Employee experience was fast becoming an increasingly important aspect of working in technology and the Covid-19 pandemic has only accelerated that. In the session we’ll look at the drivers for improving employee experience today, what that means for those working in ITSM roles and how to apply the skills that many of us have to help people bring their best selves to work each day.

Forrester’s focus on CX and EX including:

  • The shocks that are accelerating EX needs
  • Employees fears about modern working

What you need to know:

  • EX is different to CX
  • The rise of the purpose worker
  • The ITSM skills needed

What you need to do:

  • Move from process to employee centricity
  • Focus on employee productivity

Takeaway conclusion – 5 principles to redesign around

Experience everywhere: the post-crisis workplace revolution
David D’Agostino, ITSM Practice Lead, Nexthink

The rapid digital transformation and disruption driven by the Coronavirus crisis has accelerated the shift to a ‘work-from-anywhere’ environment for many organisations.

Service organisations are expected to manage 100% of the digital workforce, yet research shows traditional processes and tools only provide 55% of the visibility required to confidently understand and manage high quality service delivery. Why do we tolerate working in an environment that waits for something to break in order to fix it?

Many organisations are realising the benefits of sustaining home-working including increased staff productivity, morale and collaboration, coupled with lower office and travel costs, and reduced absenteeism.

With constant change, accelerating pace, rising expectations, and decreasing visibility–could this be the time to benefit from disruption and re-establish a service management eco-system that breaks free of SLAs, prioritises users–who’s only window into their work is their screen–and gain actionable insights to drive proactive, meaningful change for them?

Nexthink’s ITSM Practice Lead, David D’Agostino will discuss how organisations drive superior digital employee experience in a ‘work-from-anywhere’ environment and key steps to take into our ‘next normal’.

What does Experience Focus mean to different roles in IT?
Sami Kallio, CEO, HappySignals

Sami talks about how the work for different roles in service desks will change to become more productive and meaningful as the organisation focuses on the experience of end-users. Sami also explains why traditional SLAs are not sufficient to support our current business relationships.

SLA to XLA to OXM…  customer experience, business outcomes and ITIL 4
Barclay Rae, Independent Consultant

We are seeing at last a move away from the restrictive, irrelevant and self-defined SLAs of the past, towards experience-based agreements and associated metrics. These are based on expectations from business users and represent real requirements for customer experience and business value – in turn these can be developed into reporting and metrics that are relevant and useful for business as well as IT people. These can be described as outcome and experience-based metrics (OXM).

ITIL 4 contains a number of concepts and techniques in this area including e.g. value stream and customer journey mapping, stakeholder value, shift left, employee satisfaction measurement, swarming and data analytics.

This session is an overview of how ITIL 4 can help organisations to deliver successful performance metrics, based on real business expectations.


Delivery platform

This online event will be delivered using the Zoom platform – you can test your compatibility here.

How much does it cost to attend?

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 48 hours before the event start date. 



September 15, 2020
10:00 am - 1:00 pm
Event Categories:
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itSMF Events Team
+44 (0)118 918 6500
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