Rae Ann Bruno's guest appearances

Rae Ann Bruno

SPOCcast

Ticket Volume

David Cannon

Jason Wischer

Jeff Toister

Charles Araujo

Jo Moore

Rob England

Stephen Mann

David Moskowitz

Tammy Ward

Patti Blackstaffe

Barclay Rae

Michael Kublin

Doug Tedder

Phyllis Drucker

Peter McGarahan

OwlTail

Matt and Rae Ann Bruno (ITIL, metrics, and processes trainer and consultant) deep dive into user experience to explain what Experience Level Agreements are and why they matter. Plus, they reflect on the relationship between SLAs and XLAs and answer the crucial question of who should be in charge of implementing them.  Rae Ann Bruno has over 15 years of management experience, with an emphasis on process re-engineering, employee development, and business alignment of IT services. She's a consultant and trainer in various areas of ITIL, knowledge-centered service, service desk improvement, communications, internal marketing, metrics, and ITIL process improvement. Rae Ann is currently the President of Business Solutions Training, Inc.

Matt and Rae Ann Bruno (ITIL, metrics, and processes trainer and consultant) deep dive into user experience to explain what Experience Level Agreements are and why they matter. Plus, they reflect on the relationship between SLAs and XLAs and answer the crucial question of who should be in charge of implementing them. Rae Ann Bruno has over 15 years of management experience, with an emphasis on process re-engineering, employee development, and business alignment of IT services. She's a consultant and trainer in various areas of ITIL, knowledge-centered service, service desk improvement, communications, internal marketing, metrics, and ITIL process improvement. Rae Ann is currently the President of Business Solutions Training, Inc.

04. What are XLAs and why do they matter? With Rae Ann Bruno

Episode 28 is an interview with Rae Ann Bruno. Rae Ann is the President of Business Solutions Training, Inc (BST), an organization focused on training and consulting in various areas of ITIL, Knowledge-centered Service (KCS), Service Desk Improvement, Internal Marketing, Metrics and ITIL Process Improvement. Rae Ann was inducted into the HDI Hall of Fame in 2017 and was named one of Cherwell's IT Legends that same year. Rae Ann delivers session 601: Wow Your Customers, Don’t Just Satisfy Them at SupportWorld Live—A Digital Experience. https://supportworldlive.comThe SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. ©2020 HDI, all rights reserved.

Episode 28 is an interview with Rae Ann Bruno. Rae Ann is the President of Business Solutions Training, Inc (BST), an organization focused on training and consulting in various areas of ITIL, Knowledge-centered Service (KCS), Service Desk Improvement, Internal Marketing, Metrics and ITIL Process Improvement. Rae Ann was inducted into the HDI Hall of Fame in 2017 and was named one of Cherwell's IT Legends that same year. Rae Ann delivers session 601: Wow Your Customers, Don’t Just Satisfy Them at SupportWorld Live—A Digital Experience. <a href="https://supportworldlive.com" rel="nofollow" target="_blank">https://supportworldlive.com</a> The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. ©2020 HDI, all rights reserved.

SPOCcast Episode 28 - Rae Ann Bruno on Customer Wow for IT