Welcome to ServiceNotes, the podcast where we explore ideas, experiences, and leadership shaping the world of IT service management.

Today’s episode is a special one. Last year, I had the privilege of speaking with Alan Nance, founder of XLA. Alan was widely respected in our industry for his deep expertise, thoughtful perspective, and his willingness to speak honestly about what it really takes to deliver meaningful service experiences.

Recently, we learned of Alan’s passing. As I revisited our conversation, I was reminded of the wisdom he shared not just about service management practices, but about leadership, empathy, and the importance of focusing on the human experience behind every service we deliver.

In this episode, Alan talks candidly about moving beyond traditional metrics, understanding experience level agreements, and why organizations must rethink how they measure success in IT services. His insights remain incredibly relevant for anyone working in service management today.

It was an honor to have this conversation with him, and I’m grateful we can share his voice, perspective, and experience with the community.

This episode is shared in appreciation of Alan’s contributions to the field and the openness with which he shared his knowledge.

Let’s begin.