Marco Gianotten is oprichter van onderzoeks- en adviesbureau Giarte. Marco helpt organisaties bij het omdenken over het managen van informatietechnologie.
Meer over Marco GianottenXLA® Pocketbook
E-book Pdf met watermerkbeveiliging Engels 2023 1e druk 9789401810012Samenvatting
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.
Specificaties
Lezersrecensies
Inhoudsopgave
1 Introduction 11
2 Business Case for Better IT Service Experience 19
3 IT Service Experience and its Management 31
4 Organization of IT Service Experience Management 55
5 Transformation of the IT Service Management Organization 75
Glossary 91
Acknowledgements 123
Rubrieken
- advisering
- algemeen management
- coaching en trainen
- communicatie en media
- economie
- financieel management
- inkoop en logistiek
- internet en social media
- it-management / ict
- juridisch
- leiderschap
- marketing
- mens en maatschappij
- non-profit
- ondernemen
- organisatiekunde
- personal finance
- personeelsmanagement
- persoonlijke effectiviteit
- projectmanagement
- psychologie
- reclame en verkoop
- strategisch management
- verandermanagement
- werk en loopbaan