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Anatomy of an XLA

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That is not a typo! Alan Nance of CitrusCollab recently spoke about The Anatomy of an XLA in an ITSM Academy webinar.I learned that the days of SLAs are behind us and the future lies with digital experience and eXperience Level Agreements (XLA’s). 

If this is the first time you have heard of XLAs then this is a sticky-note moment.

By that I mean; find a sticky note, write down today's date.Now write down XLA.Remember that this is the day that you heard it and you heard it here! 

XLAs are the foundation of a fresh and optimistic approach to managing the business of technology. Research for yourself and staff members. Learn and explore more about XLA’s!

A little history: “Service Management exists to guarantee a valuable experience to customers and colleagues. Despite years of implementing best practices, the reputation of most technology departments is below par in the eyes of business leaders. Consider that 90% of CEOs feel they aren’t meeting their customer needs. 85% of CEOs don’t th…

A Dash of Neuroscience – DevOps Leaders Listen Up!

As leaders, we need to understand the people that we are leading.It is critical to understand that this is a new world and if we are to lead the global enterprise into a successful future, we need to understand strategic, tactical and operational objectives of our organization and also that we must have a passion for learning.
“A Dash of Neuroscience“ is one of many topics introduced by the DevOps Institute for the new updated DevOpsLeader course.This information is taken from that course and is just a smattering of what you will learn as you prepare for your certification. Learn how to optimize speed to value as a DevOps Leader.
Live in a perpetual world of learning Many people feel their brains limit their potential and prevent them from learning.However, learning can change our brains in terms of function, connectivity, and structure.Our brain shapes our learning but learning shapes our brain, and research has shown that simply knowing about brain plasticity can improve the self-conc…

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