Webinar On-Demand

From ITSM Maturity to Measurable Experience Impact

 

SLAs prove performance. XLAs prove value. Learn how HaloITSM, HappySignals, and XLABS bring X‑, O‑, and T‑data together to reduce friction, reclaim time, and boost productivity.

45 minutes    For IT & business leaders

Improve end-user experience by connecting experience management with ITSM

In today’s workplace, productivity, employee satisfaction, and innovation depend on understanding how people actually experience IT and services. The old way of measuring IT success—through SLAs alone—is no longer enough. It’s time to look beyond the traditional metrics and understand the real experiences behind the tickets, as SLA's don’t tell the full story.

What you’ll learn

A practical, outcomes‑first approach to complement SLAs with XLAs and prove value in hours saved and satisfaction gained. You’ll leave with a clear understanding of why organizations can no longer afford to ignore experience data—and how it can transform your IT services.


  • Why experience matters
    Avoid the ‘watermelon effect’: green SLAs, red feelings.
  • X‑/O‑/T‑data
    Combine sentiment, ops, and technical signals to see true friction.
  • ROI of fixing friction
    Turn lost time into productivity with targeted improvements.
  • Case example: chat
    Change a 20-second ‘answer’ SLA to honest wait times → happier users.
  • Governance that sticks
    Pilot 2–3 XLAs for ‘moments that matter’ and iterate.
  • From metrics to outcomes
    Evolve SLAs; keep what impacts experience, drop what doesn’t. 

How it all fits together

Use HappySignals to continuously capture employee feelings and lost time, HaloITSM to provide the operational context across IT and enterprise services, and XLABS to combine these insights into actionable XLAs that improve productivity and experiences across the digital workplace.


Step 1

Listen to people (X‑data)

Capture sentiment in the flow of work to surface friction and ‘moments that matter’.

Step 2

Correlate with O/T‑data

Reveal where SLAs are green but users still lose hours; find the root causes.

Step 3

Prioritize & act

Start with 2–3 XLAs; quantify impact in hours saved and improved satisfaction.

Meet the speakers

Leaders from HaloITSM, HappySignals, and XLABS share practical, real‑world guidance.


katie-bates-round


Katie Bates

VP Global Partnerships and Alliances HappySignals

Jason


Jason Lam

Product Manager
HALO

contributor-neil-keating
Neil Keating
Co-founder and Chief Experience Officer
XLABS

Watch how X‑, O‑, and T‑data power XLAs
that cut friction and lift productivity