Event Details
Beyond the SLA:
Designing SolYOUtions with XLA
An In-Person Workshop Presented by:
Doug Rabold ITIL, Bold Ray Consulting
Your dashboards are green.
Your SLAs are met.
Your KPIs are solid.
................but your users are still frustrated!
Join Doug Rabold of the XLA Institute for this session which uncovers the disconnect between traditional metrics and how users actually feel about the service we provide.
In this session we’ll explore how Experience Level Agreements (XLAs) shift the focus from mere output-driven checkboxes to turbo-charge outcomes which positively impact customer sentiment. Walk away with an awareness of XLAs and the practical steps in evolving your measurement strategy to demonstrate the business value of technical support.
Meeting Details
When: Friday, April 10, 2026 from 11:30 AM - 2:00 PM
(Registration opens in 2026!)
Where: Beacon Hill Staffing, Suite #201, 1501 Reedsdale Street Pittsburgh, PA 15233
(2nd Floor Conference Room with a delicious lunch provided!)
Price: FREE for Members, $25 for Non-Members.
Want to attend for free? Join HDI Steel City Chapter Now!
(Make sure to designate Steel City-Pittsburgh as your chapter)
About our Expert Presenter:
Doug Rabold ITIL, Bold Ray Consulting, HDI-CI - Top 25 Thought
Doug Rabold is a committed leader who has led high-performing global teams of up to 350 resources and managed a portfolio of contracts exceeding $60M annual revenue. He is an acknowledged Customer Experience and ITSM expert who focuses on developing talent to deliver exceptional support.
Doug attended University of Illinois, holds numerous certifications and is a Certified Instructor. He has extensive public speaking experience, is a frequent podcast guest, and contributing author to several publications. Doug is the XLA Institute North America Evangelist, Past-Chairman of the HDI Board of Directors, and sits on the AOTMP Advisory Council.
Doug was named 2021 AOTMP IT Management Professional of the Year, was a finalist for 2021 HDI Best Service and Support Manager and was selected as People’s Choice Winner for 2018 HDI Manager of the Year. He was selected as an HDI Top 25 ITSM Thought Leader 2022-26 and Hall of Famer. He was also named 2024-26 ICMI Top 25 CX Thought Leader. Doug was named by Customer Experience Magazine as a Top 25 CXMStar Influencer in 2023-25. He was chosen as a 2023 Top 50 CX Influencer by CX Network, AOTMP University Influencer, and was recognized by SDI as a 2025 Distinguished Industry Contributor.
Become A Steel City Sponsor and Proud Supporter
of the HDI Steel City Chapter!
Sponsorship Levels
The HDI Steel City Chapter strives to uphold the mission and vision of the premier worldwide member association for the IT Service and Support Industry at a local level. With your help, HDI Steel City will not only succeed in providing the most inspiring speakers and beneficial monthly meetings in order to maximize member experience, but we can also provide opportunity for your company to gain exposure among the participating IT Service and Support community throughout the Pittsburgh region.
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Diamond Sponsor - $3,000 (Annually)
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Platinum Sponsor - $2,000 (Annually)
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Gold Sponsor- $1,500 (Annually)
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Silver Sponsor- $800 (December Awards Banquet)
See our website for how your sponsorship benefits your organization and the HDI Steel City Chapter:
https://hdc-steelcity.silkstart.com/cpages/sponsorship
Additional Ways to Support HDI Steel City
- Monthly Event Sponsorship: Sponsor an event lunch or happy hour for the Steel City chapter!
- Sponsorship in Kind: Assist with giveaways and awards during our events (example: gift cards for nominees at our December Awards Banquet).
- Contact us today: hdi@hdisteelcity.com
Attendees (2)
When
Location
- 1501 Reedsdale St #201, Pittsburgh, PA 15233, USA
