Mar 26, 20193 minFrom Service To Experience: The Much-Needed Journey From SLAs to XLAsBright Horse ran an event based on the Service Maturity journey, talking about how to move from Chaos and Reactive support to an...
Jan 24, 20195 minSLA to XLA: Why Service Level Agreement Isn’t The Future Of IT SupportMany IT teams are working ‘flat out’ just to keep the infrastructure running, and even with a state-of-the-art ITSM implementation –...