Experience Management & XLAs

09.30 – Registration & coffee/tea
10.00 – Event opening (itSMF UK)
10.10 – Presentation 1 (Alan Nance, XLA Institute)
10.40 – Break
10.55 – Presentation 2 (Neil Keating, Bright Horse XLABS)
11.30 – Presentation 3 (Case Study – Sean Burkinshaw, BT)
12.00 – Lunch & Scalextric track access
13.00 – Presentation 4 (Case Study – Justin Palmer, Ampa Group)
13.30 – Presentation 5 (Mark Bewick, HappySignals)
14.00 – Break
14.15 – Presentation 6 (Case Study – Shaun Brown, GEA Group)
14.45 – Q&A
15.00 – End of day networking drinks/nibbles & simulator access
16.00 – Event close

The service management market is in flux as certification bodies compete for dominance, and various best practices are under scrutiny. Against this backdrop, organisations struggle to transition from the service economy to the experience economy, leading to confusion about where to invest in talent, education, and training.

This presentation discusses the result of a seven-month project that conducted research with CXO leaders in large organisations and thought leaders in the service and experience management community.

The result is a view of the change business leaders want from IT and how the experts think IT should change to meet the new needs.

Experience Management is a crucial aspect of modern IT services, and implementing Experience Level Agreements (XLAs) can significantly enhance the quality of services and products. Neil’s expertise in this field is evident as he plans to cover a comprehensive range of topics, from the definition and measurement of experience to the practical steps of building XLAs.

This presentation will provide valuable insights into what constitutes a real XLA and how to apply the Experience Management Framework within their organisations. Additionally, the session will explore the necessary skills for developing an effective Experience Management Office (XMO), ensuring that participants leave with a well-rounded understanding of experience management in practice.

In this case study, we unravel the intricacies of implementing Experience Level Agreements (XLAs) at scale. With practical insights, pitfalls, and hard-won wisdom. We’ll go on a journey from theory to practice and delve into what was easy, what was difficult, and what we learned along the way.

In this case study we’ll look at how to begin the XLA journey, tackle initial challenges, and explore the benefits of starting small – as well as how best to work with suppliers to integrate their contributions into your XLAs.

We’ll also explore how we can use the XLA framework in other areas like facilities and projects, and how skills the framework provides can help with the broader collation of staff sentiment for the likes of HR or Marketing through well designed surveys etc.

• Frustrated with how IT is perceived in your organisation?
• Tired of ‘guessing’ where to make IT and business improvements?
• Suffering from the ‘Watermelon Effect’ where SLAs are all green, but the business is still unhappy with IT?
• Want to improve business productivity and happiness with no idea where to start?

Join us for an introduction to human-centric IT experience management and how it will help you to gain happier end users, improve decision-making, and increase productivity. This session discusses human-centric IT experience management and its importance in understanding how employees feel about IT services – and highlights the frustration in IT management caused by limited metrics.

In this case study we will talk about the experience management journey with a managed service provider (MSP). If you have gone through an outsourcing project and found that the reputation of IT has been damaged in the process, then let’s look at how IT experience management (ITXM) can help.

It is quite a culture and behavioural change; however, it can bring greater team collaboration and motivation towards a common goal and continual journey to deliver a better IT experience for end users and business(s) that IT supports.