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In this episode of HappyToday podcast we set out to find an answer to the question 'what are Experience Level Agreements' (XLAs) and how are they defined?
Pasi NikkanenWhat will 2024 hold for IT experience management? Here, Roy Atkinson shares his thoughts.
Roy AtkinsonHere we discuss the actual worth of the commonly used IT help desk metrics to Help Desk Managers.
Sami KallioThis blog looks at the four most common ways to introduce XLAs into an organization.
Sami KallioCSAT scores might show end-user satisfaction, but there can still be underlying IT support issues. This article addresses the potential reasons.
Sakari KyröThis blog quickly explains why XLAs or experience-focused targets are the best indicator of how well an IT service desk is meeting business and employee needs.
Sami KallioITXM should be a key part of any CIO toolbox – a key indicator of how well your IT department supports business needs and outcomes. This blog explains why.
Sami KallioHere Roy Atkinson discusses the unintended consequences of SLAs, exceeding expectations, and why you need XLAs.
Roy AtkinsonIs Human-centric IT the solution to the bad reputation of IT? Focusing on outputs lead to 'Watermelon Effect' resulting to unhappy, unproductive end-users.
Sami KallioWithout the insights that XLA metrics provide, you're blind to the real issues experienced by end-users and their adverse impact. See more here.
Sami Kallio