What are the Benefits of Experience Level Agreements - Part 4 of 5

4 driving business value

Driving business value

By understanding end-users better, we can create real value for the business. Happier end-users are empowered to provide a better experience to their customers, and do not have to work overtime due to IT problems preventing them from working during 'office hours'.

The business value of Service Management lies in helping employees to do their job better and focus on the things that matter for the business. 

Using HappySignals measurement tools, CIOs can now begin to measure the experiences employees are having and justify which IT areas need to be developed.

For example, our customer Reckitt Benckiser CIO was receiving very negative comments from other management members about how IT was not functioning properly. After implementing HappySignals, he was able to justify that IT was in fact doing well, while also highlighting the areas that need to be improved. This made all the difference, as the CIO didn't have to rely on his gut feeling about what was possibly wrong in IT, but could show the value that IT brings with rigorous Experience Data. 

In short - XLAs deliver better business outcomes.