This masterclass introduces Experience Level Agreements (XLAs) and uses interactive studies and exercises to nail down the concept of XLA, setting attendees on a solid path beyond ITIL, SLAs, and KPIs into a new perspective of XLAs and performance outcomes.

To operate without formal change and release management capabilities in place risks regular service disruption and adverse impacts to business operations. Instead, attend this event and learn how to minimise risk, reduce service outages, and increase efficiency across IT and business operations.

This event demonstrates the business value and positive impact of a DevOps approach. By helping to clearly communicate the DevOps case for change, it creates shared understanding and commitment towards Development and Operations working together as a high-performing team.

Join us for an introduction to Knowledge-Centred Service (KCS®) - an emerging best practice for knowledge management that integrates the creation and maintenance of knowledge into the problem solving process.

This masterclass is designed to aid IT Leaders and Practitioners get started in establishing the principles supporting a Cloud Centre of Excellence.

As ITSM practitioners how can we get started in identifying and progressing Continual Improvement opportunities and how best do we ensure we can demonstrate the business benefits delivered? Find out how here.

Many organisations have adopted Lean IT in order to increase customer satisfaction and to achieve greater strategic and financial value. This event will review key Lean IT concepts and give you an understanding of key Lean IT principles and techniques.

Whether you are designing an IT operating model, a Service Management operating model or an operating model for an individual product or service, the Operating Model Canvas and its accompanying tools will help you.