Agenda - Changing Perceptions of IT: XLAs not SLAs
11:00-11:05 - Welcome
A welcome from our event host, David Wright, SDI.
11:05-11:25 - Live session
Prashant Arora, Head - Service Modernization and Automations, Reckitt
11:30-11:55 - Live session
Macky Camesa, Deputy Head of Global Customer Experience Centre, Fujitsu
'SLAs + XLAs = Measures that matter'
In this session, Macky will share why Fujitsu plan on using XLAs and how they will measure what matters to their customers. He will also demonstrate how a blend of XLAs & SLAs can provide valuable information which will allow Fujitsu's internal operations to make more customer-centric business decisions.
12:00-12:15 - Interval
A quick coffee break before the programme resumes.
12:15-12:35 - Live session
Mark Smalley, The IT Paradigmologist, Smalley.IT
'Elevating the IT service experience'
Mark was lead editor and author of the ITIL 4 publications High-velocity IT and Elevating the IT service experience. In this session he will refer to these publications and share some perspectives, research and tips to help IT service managers and practitioners improve how customers and users perceive their IT services.
12:40-12:55 - Live session
Hannah Price, Consultancy Team Lead, TOPdesk
'Why XLAs matter for your service delivery'
XLAs are becoming increasingly essential for any service provider and are uncovering new ways for us to understand and measure success. In this presentation we shall look at the difference between SLAs and XLAs, and an essential methodology for your XLA toolkit: The customer journey map.
13:00-13:15 - Interval
Time to enjoy lunch before the programme resumes.
13:15-13:30 - Live session
Sami Kallio, CEO, HappySignals
XLAs Need Experience Management – Here’s the Why, What, and How of ITXM
You’ve convinced your organisation, or external IT service provider, that it needs XLAs, then what? How should you then use the experience data and lead IT with these new metrics?
In his session, Sami will introduce the IT Experience Management Framework and how it will help your organisation get started and to improve. You'll also hear practical advice about how Experience Management changes co-operation with business stakeholders and partners. Plus, you'll get real-world customer examples that include what they’ve done to improve both employee happiness and productivity.
13:35-13:55 - Live session
Antonina Klentsova, Expert Consultant in Digital & IT Strategy and Leadership Coach.
In this session, Antonina will present a model that helps understand the nature of users' experiences and show examples of how to apply it on a practical level.
Let's find the answers to the following questions: Which factors impact users experience? What is the nature of it? How do personal and corporate values shape a product design?
13:55-14:15 - Live session
Alan Nance, Co-Founder & President, XLA Collab
'Experience Level Agreements XLAs'
In this session, Alan will explain what XLAs are, and what they are not. He'll discuss what the future will bring, and what XLAs will mean for the support world?
14:20-14:35 - Live session
A live session with Freshworks about making XLAs work for your team and stakeholders.