From SLAs to XLAs

Moving from Service Level Agreements (SLAs) to Experience Level Agreements (XLAs) doesn't have to be hard. With HappySignals, get started on your XLA journey easily without needing to replace existing ITSM processes.

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XLAs do not have to be difficult to implement

Implementing XLAs does not have to involve scrubbing out existing ITSM processes or SLAs completely. You can easily complement your existing set-up with XLAs. The important distinction is to focus on people, process, technology... in that order.
 

Learn how the HappySignals Platform can help you to:

  • Get real-time Experience Data to establish a baseline
  • Align different teams around Experience Level targets
  • Manage XLAs in IT Service Management


Before introducing formal XLAs, every organisation needs to start with measuring end-user experience continuously to establish an organisational baseline. 

To learn more about the underlying principles of XLAs and practical tips for implementing them, read our The Practical Guide to XLAs.

What is in it for you?

Align IT to Outcomes

You are successful in your role when IT is firmly focused on delivering real outcomes for end-users, rather than mere process or technology outputs.

By championing an Experience focus and XLAs, you can align all of IT towards increasing the productivity and happiness of end-users. That way, you can prove the value of IT for the business.

Make Experience the Goal of IT

You can get a real-time view of the experiences end-users are having across different support functions in your organization. Accelerate the adoption of XLAs with reliable and repeatable Experience Data from HappySignals, combined with your expertise in experience.

The platform enables a strategic, proactive approach to ensure people and culture are at the start of business discussions.

Make employees more productive

As a Service Owner, you can use XLAs and experience data to create alignment between different roles and vendors that impact the area of your responsibility.

Using HappySignals as a shared view with all stakeholders allows you to align vendors/MSPs to deliver end-user outcomes that are seen as valuable for the organization.

Give meaning to Service Desk work

You can create an end-user centric focus by sharing the Experience Data in real time with everybody on the service desk.

78% of feedback from end-users among HappySignals customers is positive. Seeing that will increase service agent motivation and job satisfaction, which in turn will improve the experiences your agents deliver to end-users.

Align IT to Outcomes

You are successful in your role when IT is firmly focused on delivering real outcomes for end-users, rather than mere process or technology outputs.

By championing an Experience focus and XLAs, you can align all of IT towards increasing the productivity and happiness of end-users. That way, you can prove the value of IT for the business.

Make Experience the Goal of IT

You can get a real-time view of the experiences end-users are having across different support functions in your organization. Accelerate the adoption of XLAs with reliable and repeatable Experience Data from HappySignals, combined with your expertise in experience.

The platform enables a strategic, proactive approach to ensure people and culture are at the start of business discussions.

Make employees more productive

As a Service Owner, you can use XLAs and experience data to create alignment between different roles and vendors that impact the area of your responsibility.

Using HappySignals as a shared view with all stakeholders allows you to align vendors/MSPs to deliver end-user outcomes that are seen as valuable for the organization.

Give meaning to Service Desk work

You can create an end-user centric focus by sharing the Experience Data in real time with everybody on the service desk.

78% of feedback from end-users among HappySignals customers is positive. Seeing that will increase service agent motivation and job satisfaction, which in turn will improve the experiences your agents deliver to end-users.


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Collect Experience Data and set targets

Start by first collecting experience data continuously for awhile, to establish a baseline for Happiness and Lost Time within your organization. Once you know where you are starting from, you can set new Experience Level Targets. 

HappySignals enables setting Experience Level targets with any granularity – from a Global Target for all of IT, down to specific applications. 

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Track progress in all areas of IT

Easily monitor which IT areas are above or below your experience targets with intuitive graphs in the platform.

Open HappySignals in IT team meetings to review progress towards targets together, straight from the tool. With everyone looking at the same data, improvement decisions can be made based on a common, objective understanding of experience.

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Share experience data with all stakeholders

Effortlessly share the data and progress with your colleagues and partners with in-tool reporting or custom data shortcuts.

Display selected experience data on digital signages around the office with HappySignals Live Screens. Get people talking about experience during coffee breaks! Transparency creates alignment between parties towards experience goals. 

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Find improvement areas

With wider adoption and regular use of HappySignals, using experience data becomes common sense. 

End-users see the value of their feedback, and IT has ways to communicate the outcomes and value they provide to end-users. 

A wide consensus on best practices and improvement areas creates opportunities for learning and collaboration to solve issues - beyond what was possible when everyone had their own metrics. 

 


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