Sandcastles

What do you get when you blend professionals with architecture, engineering, and operations in their DNA and ask them to create a product that only later, they discover is perishable? You guessed it—stress levels skyrocket!

Join Alan as he takes us on a nostalgic journey back to 2002, when he first explored the puzzling question of why some IT Service Management (ITSM) implementations seem to have more lives than a cat—redone two, three, or even four times! This time, he’s diving into the exciting realm of next-gen Service Management and Experience Management.

Imagine this: we’re all trying to construct the ultimate masterpiece on the shores of technology, only to find out that the tides are shifting! Alan’s insightful analysis suggests that Service Delight and XLAs (Experience Level Agreements) might just be more transient than we’d like to admit. We need to tap into our creativity and embrace a playful mindset to navigate the challenges of this new craft—without losing our cool when things don’t go as planned!

So, get ready to explore how we can thrive in this evolving landscape with a touch of humor, imagination, and a dash of resilience!