XLA® Pocketbook
eBook - ePub

XLA® Pocketbook

  1. English
  2. ePUB (mobile friendly)
  3. Available on iOS & Android
eBook - ePub

XLA® Pocketbook

Book details
Table of contents
Citations

About This Book

Xperience Level Agreement (XLA)® is the framework and commitment to apply XM in tech- driven organizations and ecosystems. The three technology management philosophies that influenced our way of working are Lean, ITIL, and Agile. XLA is the missing piece of the puzzle. Why? In just two words: Lean is "No Waste", ITIL is "No Chaos", Agile is "No Delay", and XLA is "No Frustration."XLA® fosters curiosity, empathy, and courage to be customer-centric. This pocketbook explains the XLA framework and its practical use. We added a glossary to ensure we are all on the same page. This book is for those with an open mindset in IT, tech, outsourcing, and digital transformation.Tech can drive us crazy and delight us. The omnipresence of digital technology underlines the need for Experience Management (XM).XM is the discipline of designing, measuring and improving the experiences provided to customers, employees, and other stakeholders.

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Yes, you can access XLA® Pocketbook by XLA Consortium in PDF and/or ePUB format, as well as other popular books in Education & Education General. We have over one million books available in our catalogue for you to explore.

Information

Publisher
Van Haren Publishing
Year
2023
ISBN
9789401810029
Topic
Education
Subtopic
Education General

Table of contents

  1. Cover
  2. Title
  3. Colophon
  4. Contents
  5. About this book
  6. 1 Introduction
  7. 2 Business Case for Better IT Service Experience
  8. 3 IT Service Experience and its Management
  9. 4 Organization of IT Service Experience Management
  10. 5 Transformation of the IT Service Management Organization
  11. Glossary
  12. Acknowledgements