Should you get rid of Service Level Agreements (SLAs)?
Relying on Service Level Agreements (SLAs) alone in ITSM will not make your end-users happier or more productive. They may even create more problems for your IT services!
SLAs measure the process, XLAs measure the outcome and value of IT for your end-users. It’s time to use the right metric to measure the right thing.
15 Tips for Starting with IT Experience Management
Employee, or end-user, experience management is a hot topic in IT right now, particularly when a productivity-based ...Read more >