29. What XLAs Are NOT
Neil Keating - XLABSTrack 1
Experience Level Agreements (XLAs) are all the rage. They have been at the crest of the hype cycle for the last few years. Everyone is talking about them.
Most ITSM practitioners now know what they are. Many know how to develop them. Some have implemented them. A few have realised genuine experience improvement from them.
However, one of the unfortunate truths – as with many new approaches and emerging methodologies – is that what they ARE NOT is far too often overlooked. This simple fact leads to poor design and implementation, which can result in perceived failure. And as the saying goes, “You only get one chance to make a first impression.”
Join expert Neil Keating, for this session - derived from multiple XLA implementations - which serves as a cautionary tale about the flip side of XLAs: what not to do or expect.
Learn from the experience of others so you can avoid the potential pitfalls in the design and implementation of XLAs.
