More than ever, organizations understand the importance of a high-performance digital workplace to driving transformative business results. This has led to increased demand for services that simplify IT delivery and support workforce flexibility by leveraging cloud infrastructure, SaaS applications, file sharing, round-the-clock IT support and 7 days a week and much more.
As the demand for IT services has grown, so has the vendor landscape. To thrive in an increasingly commodified marketplace, providers of managed workplace services must modernize their vision of what it means to deliver customer value. It's time to move from old availability SLAs (which have become an expectation, not a differentiator) to Experience Level Agreements (XLAs). By making this change, vendors can align their offerings to better support customers' business outcomes, demonstrate the value of their services, and increase profitability.
As part of the presentations during the trainings I lead, a running icebreaker that I use is the worst race sharing experience.
|EUX Score||Average Productivity Impact*|
|Excellent 97%+||98.5% - 0.6 hours per week|
|Good 90-97%||93.5% - 2.6 hours per week|
|Fair 80-90%||83% - 6 hours per week|
|Poor 80% and below||70% - 12 hours per week|
For the most part, attendees will talk about drivers (rude, smelly, scary, crazy) instead of talking about issues with the ride sharing or billing app. Some stories are hilarious, others downright depressing. Yet almost all of the participants have a special emotional connection to their experience. And that connection has become a very strong determinant of how they perceive the service and how they market it to everyone else.
It shows the importance of experiences to customers and why those experiences should be important to the service provider. This is where XLAs come in handy.
To understand XLAs, let's take a quick look at SLAs.
In service management, Service Level Agreements (SLAs) have been the primary benchmark in determining whether the service provider is meeting customer expectations. The ISO 20000 standard defines the SLA as a documented agreement between the organization and the customer that identifies the services and their agreed performance.
SLAs were primarily based on service metrics such as:
However, a major flaw is that the source of the metrics may not capture the overall end-to-end customer experience. For example, metrics such as application availability or transaction success rate can be meaningful to a service manager. But in the eyes of a customer, these metrics fail to:
This is called the watermelon effect - metrics are green on the outside (good) but red on the inside due to the mismatch between the service provider and the customer regarding their perception of performance. of service.
"Experience Level Agreements (XLAs) help improve IT experiences by leveraging the elements of digital experience monitoring (DEM), sentiment analysis, and traditional service level metrics that track speed and the effectiveness of support processes", wrote Gartner researchers Daniel Barros and David Groombridge at Gartner.
Gartner had the XLA on the "Innovation Trigger" stock, meaning it is "a breakthrough, public demonstration, product launch, or other event (which) generates significant press and industry attention."
The goal of XLA in the early stages of adoption and maturity, the researchers wrote, is "to measure the end-to-end user experience within a given business process and then optimize it so that employees continually upgrade their technology experience across many different workplaces, including home offices."
While the definition of XLA may vary from person to person, the benefits do not. In our blog, we wrote an article about the benefits of XLAs and summarized the main benefits below:
As you can see, the benefits of XLAs differ greatly from the benefits you will be familiar with with SLAs. However, when adopting XLA in their organization, many teams will struggle with a number of common mistakes.
We'll conclude with a story about how one service provider used SysTrack to define XLA and deliver more value to their customers. Prior to the implementation of SysTrack, the vendor had limited visibility into the problems occurring in the customer's environment and the quality of the user experience it offered. Within weeks of implementation, they discovered many underlying problems that they were now able to diagnose and resolve within months.
These issues included slow logon processes and Group Policy, suboptimal performing Windows 10 machines that weren't updated with SSDs, and persistent latency issues caused by incorrectly mapped drives. The vendor used SysTrack's EUX score to establish the XLAs for their customer. As they solved the problems discovered with SysTrack's detailed analysis, the EUX score steadily increased, allowing the vendor to clearly demonstrate the value they brought to the customer. In one year, the supplier was able to improve them on all systems by an average of 67% to 84%, saving the customer thousands of production hours.
The fourth edition of ITIL (IT Infrastructure Library) was presented by Axelos in February 2019. The ITIL v4 (PDF and other versions available) focuses on practical aspects of IT management and provides a holistic approach with emphasize on Agile, DevOps and digital transformation topics.#2The Subtle Art of Not Giving a Fuck
The Subtle Art of Not Giving a F*ck: A Counterintuitive Approach to Living a Good Life. In this generation-defining self-help guide, a superstar blogger cuts through the crap to show us how to stop trying to be “positive” all the time so that we can truly become better, happier people. For decades, we’ve […]#3Read People Like a Book
Read People Like a Book: How to Analyze, Understand, and Predict People’s Emotions, Thoughts, Intentions, and Behaviors (How to be More Likable and Charismatic).#4The Intelligent Investor
One of the greatest investors of the twentieth century, Benjamin Graham, proposed his philosophy of “value investing” that could protect investors from dramatic errors and teaches them to develop long-term strategies. This approach is exhaustively explained in The Intelligent Investor (PDF download available) book, which remains the stock market bible since its first […]#5How Money Works
Money is the oil that keeps the machinery of our world turning. By giving goods and services an easily measured value, money facilitates the billions of transactions that take place every day. Without it, the industry and trade that form the basis of modern economies would grind to a halt and the flow […]#6Business Communication
Everyday Business Storytelling: Create, Simplify, and Adapt A Visual Narrative for Any Audience. Communication is one of the basic functions of management in any organization and its importance can hardly be overemphasized. It is a process of transmitting information, ideas, thoughts, opinions and plans between various parts of an organization. Good and effective […]#7How Business Works
Every type of business has to choose an ownership structure. Although there are variations globally, most countries offer similar types of legal entities, from a single- person private enterprise to a massive organization trading on a stock exchange. There are three key considerations: how big the venture is expected to grow; the complexity […]#8The Essential Manager’s Handbook
The step up to a managerial role can be an exciting, but daunting, new challenge. Suddenly, you are responsible for making sure your team is working together, achieving results, and that overall your department is running smoothly. There is no single technique to becoming an excellent manager, but the Essential Manager’s Handbook provides […]#9Operations Management
Operations Management is important, exciting, challenging, and everywhere your look! Important, because it’s concerned with creating all of the products and services upon which we depend. Exciting, because it’s at the centre of so many of the changes affecting the world of business. Challenging, because the solutions that we find need to work […]#10Where Are the Customers Yachts
In 1940 Fred Schwed, a stockbroker whose father had lost everything as a short seller on Wall Street during the Roaring Twenties, published this timeless classic on how the stock market really works. Schwed, a pleasure-loving, cultured man who had been expelled from Princeton University in his final year for entertaining a lady […]
Corporate Finance, Eleventh Edition This book has been written for the introductory courses in corporate finance at the MBA level and for the intermediate courses in many undergraduate programs. Some instructors will find our text appropriate for the introductory course at the undergraduate level as well.#12ISE International Business: Competing in the Global Marketplace
The 13th edition provides a complete solution that is relevant (timely, comprehensive), practical (focus on applications of concepts), integrated (integrated progression of topics) and the most up-to-date on the market. Available with Connect: Our highly reliable homework and learning management solution that embeds learning science and award-willing adaptive tools to improve student results.#13Winning: The Unforgiving Race to Greatness
Winning: The Unforgiving Race to Greatness (Tim Grover Winning Series) From the elite performance coach who wrote the international bestseller Relentless and whose clients included Michael Jordan, Kobe Bryant, and Dwyane Wade, comes this brutally honest formula for winning in business, sports, or any arena where the battle is relentless.#14Your Next Five Moves: Master the Art of Business Strategy
From the creator of Valuetainment, the number one YouTube channel for entrepreneurs, comes a practical and effective guide for thinking more clearly and achieving your most audacious business goals. Both successful entrepreneurs and chess grandmasters have the vision to look at the pieces in front of them and anticipate their next five moves. […]#15Your Next Five Moves
Your Next Five Moves: Master the Art of Business Strategy (Hardcover / Audio / Kindle). Creator of Valuetainment, the # 1 YouTube channel for entrepreneurs and “one of the most exciting thinkers” (Ray Dalio, Principles author) in business today, provides a practical and effective guide to thinking more clearly and getting the most out […]#16Finding the Winning Edge
When those who chronicle the history of the game list the individuals who had the greatest impact on the National Football League, Bill Walsh will clearly be among the names of Halas, Lombardi, Brown, Landry, Noll and Shula. But when you consider who has impacted the game most in terms of those who […]#17International GAAP 2020 2021
Generally Accepted Accounting Practice under International Financial Reporting Standards. The content of this book takes into account all accounting standards and other relevant rules issued up to September 2020. Consequently, it covers the IASB’s Conceptual Framework for Financial Reporting and authoritative literature listed below. References in the main text of each chapter to […]#18Schweser FRM Part I Secret Sauce
This review book is a valuable addition to the study tools of any FRM exam candidate. It offers concise coverage of exam topics to enhance your retention of the FRM curriculum. We suggest that you use this book as a companion to your other, more comprehensive study materials.#19We Should All Be Millionaires
We Should All Be Millionaires: A Woman’s Guide to Earning More, Building Wealth, and Gaining Economic Power. Are you ready to fill your life with more peace, power and joy? We Should All Be Millionaires details a realistic, achievable and step-by-step path to create the support, trust and plan you need to master […]#20THE BUSINESS ANALYST’S HANDBOOK
In my previous life in chemical engineering, I used to carry around Perry’s Chemical Engineers’ Handbook—a working reference book containing every table and tool the professional might need to refer to in carrying out his or her role. When I began working as a business analyst, I looked for a similar handbook for […]