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 agree ...