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Showing posts with the label DevOps Values

Anatomy of an XLA

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 (XLAs).  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, and 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 XLAs! 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 custom

Digital Ingenuity

It is official.  All service providers are or soon will be going through some form of digital transformation. As you begin to transform be sure to take into consideration the Values of DevOps, Agile Service Management, Lean and ITSM.  They each have beneficial results and each dovetail together to ensure that the service provider can move fast, change on a dime to meet dynamic requirements, and also be able to deploy into an antifragile stable environment.  Business transformation can appear to be daunting.  Sometimes it is somewhat of a labyrinth, involving a constant need for collaboration and engagement between customers, business partners and Information Technology functions. All are required for proper strategic vision and operational execution. That is likely not news to you.  We KNOW that is required and yet there are many service providers that still today need to bridge the gap between Business, Development and Operational teams.  When setting expectations for a Digital tran