It`s early when it comes to XLAs — most organizations still rely on ALS to provide “pretty good” services. But is “good enough” good enough for your organization? Or are you willing to think differently — to push back beyond what has always been used? Think about the impact it would have on your IT team if it complemented SLA goals with a real insight into how employees experience IT in your business. How would this change the way they think, work and set priorities? For each service provider, it is a matter of taking an XLA with a customer, a holistic approach to measuring service not only on the basis of the performance of the underlying components, but also in relation to the customer experience. This requires a clear understanding of: Creating an XLA could advance the change needed to improve the staff experience. With ALS, the goal is to measure the effectiveness of computing to fix things. SLAs measure success to the effectiveness and effectiveness with which they address an identified problem. In general, ALS sets an agreed timetable, but it may overlook important aspects of the user experience. XLAs measures the customer experience. However, one of the main challenges is that the CX can be both objective and subjective.
A negative experience – downtime in a critical phase, an encounter with rude support staff – can be enough to cement the negative perception in a long term. SLAs are primarily based on service metrics such as: At that time, the changing requirements of a better customer experience among Service Desk customers should no longer be considered the future and should be considered the current standard. Who do you work for? CEOs or your customers? Well, both of them. But that means you`re not just in the numbers business. You are also in the business of experience. The data you need to collect to measure employee experienceThe employee experience seems to be a fairly immaterial concept. No wonder organizations have a hard time measuring them. And while IT teams may have a large amount of performance data, that doesn`t mean it`s obvious, which would help improve the IT staff experience. What data do you need to collect to track performance through an eXperience (XLA) level agreement? The core of the provision of consumer experiences is the XLA. SLAs are important – but they don`t necessarily tell you what employees really learn from their computer.
The email may be available at 99.999% of the time, but if the performance by email is terrible for 20% of this period, this does not bode well for employees who are productive and satisfied with their experience. The Webinar describes all the benefits that providers can derive from tracking the user experience and launching an XLA approach. XLA can help shift the way we think to real end-to-end results that influence the user-to-user experience across different SLAs. However, to be successful, it is essential that ALS be reported more often than once a month. With more dynamic and transparent SLA reports across the entire service chain, eXperience Level Agreements are supported to enable real cooperation, openness and visibility to ensure maximum experience rather than countless technologies. “There is a gap between the technology and the desired business results. Technology is simply a facilitator, not the end result that we, as computer technologists, have seen for decades. The results of the companies are determined and characterize all the experiences of the product or service. This implementation gap is filled by XLAs.
“If you work in the IT industry, you`ve probably heard of service level agreements (“ALS”).