Why Should You Be Using XLAs?

13.09.2023

By now, we should all be aware that XLA stands for Experience Level Agreement. In service and support, we've all seen ...

29.08.2023

When we founded HappySignals eight years ago, we had spoken to service desk service providers and CIOs and identified ...

13.07.2023

Employee, or end-user, experience management is a hot topic in IT, particularly when a productivity-based view of ...

06.07.2023

If your IT organization is focused on improving its operations and outcomes, then it’s likely using service level ...

21.06.2023

Experience management might seem like another one of those consultant-created buzz phrases designed to squeeze more out ...

25.05.2023

If you ask ten people the question, "What is Digital Transformation?" you'll likely get more than ten answers. Each ...

17.05.2023

What’s more important for your IT service desk – getting a great piece of customer feedback or not getting any bad ...

27.04.2023

An earlier article looked at where the commonly-adopted ITIL 4 practices refer to employee experience. Or, as that ...

19.04.2023

According to The Global IT Experience Benchmark H2/2022, employees perceived their lost time as 3 hours and 13 minutes ...

12.04.2023

You might have heard, “The king is dead; long live the king!” The same applies to service level agreements (SLAs) and ...