From SLA’s to OXMs

Presented by

Barclay Rae

About this talk

Traditional SLAs just don’t work – or at least most have been poorly and inadequately implemented. Measuring and demonstrating value from IT services is a moving target, a fluid set of criteria, which demand more flexible and multi-purpose definitions and measures. This session identifies key elements of the SLA culture and how to build practical and effective bundles of metrics that show multiple facets of service delivery, including business outcomes, customer and employee satisfaction, as well as performance management.
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Barclay Rae has delivered practical consultancy services since 1994. He is a co-author/architect of 3 recent ITIL publications: ‘ITIL Practitioner’, ‘ITIl4 Foundation’, plus he was lead editor on the ITIL4 ‘Create Deliver and Support’ publication. He is also a co-author of the Service Desk Institute (SDI) standards. Barclay delivers workshops, consultancy, audits, reviews and training services to organisations to help them quickly achieve real success and value from IT. All the content on this channel provides practical, simple and effective advice and guidance on achieving business value from IT services.