Rob Herings

For more than five years, I have advised and trained clients on implementing XLA. I am a co-author of the Foundation and Practitioner courses offered by the XLA Institute, and I represent the Institute at ISO as an expert in IT Service Management.

In that role, I also co-authored ISO/IEC 20000-18: Guidance on the use of Experience Management in a service management system.

I hope you will join my session, "ISO/IEC 20000-18: From Standard to Standout".