Doug Rabold & Mike Fuson Break Down XLAs, OCM & Service Culture | Service Management World 2023 скачать в хорошем качестве

Doug Rabold & Mike Fuson Break Down XLAs, OCM & Service Culture | Service Management World 2023

Excalibur Data Systems sits down with industry leaders Mike Fuson and Doug Rabold at Service Management World 2023 to explore two powerful topics shaping the future of Service Management: ✔ Experience Level Agreements (XLAs) ✔ Organizational Change Management (OCM) ✔ Building a modern service-oriented culture In this conversation: 🔹 Doug Rabold breaks down his presentation, “What XLAs Are NOT,” addressing common myths and explaining how Experience Management goes far beyond traditional SLAs. Learn why leading organizations are shifting toward measuring sentiment, outcomes, and employee/customer experience—not just ticket metrics. 🔹 Mike Fuson shares insights from his session on Organizational Change Management (OCM) and why culture, communication, and human-centered change models are essential for successful service transformation efforts. If you're involved in ITSM, Service Experience, or digital transformation, this interview gives you practical takeaways and a clearer understanding of how XLAs and OCM work together to elevate service delivery. Topics Covered What XLAs really are (and what they are NOT) Why traditional SLAs fall short Experience Management and sentiment scoring How OCM drives service transformation Building a service-oriented culture Trends from Service Management World 2023 Practical wins for IT leaders, service desks & ITSM teams Watch the full conversation and subscribe for more insights from Excalibur Data Systems. 🔗 Video:    • Doug Rabold & Mike Fuson Break Down XLAs, ...   #xlas #itsm #organizationalchangemanagement #servicemanagement #experiencemanagement #servicemanagement #excaliburdatasystems #digitaltransformation #usa