The IT Experience Podcast

90. Doug Rabold on Why #XLAs Matter Now More Than Ever?

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Doug Rabold is HDI's Top 25 Thought Leader; International Speaker & Certified Trainer; Chairman of Board at HDI; CX, EX and Service Delivery Executive, and a familiar face in the ITSM events especially in the US.

In this episode, I met Doug at the Service Management World HDI event in Orland. We talk related to his article “Why XLAs Matter Now More Than Ever”, Doug opens up the article and other learnings he’s made since writing it. So if XLAs is your interest, you should listen to this episode and learn from Doug’s experience.

Key Takeaways

  • SLAs' role in today's IT landscape, compared to XLAs
  • Should XLAs be contractual like SLAs?
  • Why do XLAs matter more than ever when going into 2023?

    • Links:

    • Doug Rabold on Linked: https://www.linkedin.com/in/doug-rabold-itil-hdi/
    • The article “Why XLAs Matter Now More Than Ever”: https://www.thinkhdi.com/library/supportworld/2022/xlas-matter-now.aspx
    • SDI Event Doug is speaking on 8th Dec 2022: https://www.servicedeskinstitute.com/event/managing-knowledge-across-the-enterprise/


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