There are many generic ideas about XLAs, but not many practical guides for IT Service Managers and Directors on how to actually bring Experience Level Agreements into their organisations. This Practical Guide to XLAs goes into great depth to give as much practical assistance on getting you started.
SLAs (Service Level Agreement) measure the process or completing an objective - XLAs, on the other hand, measures the outcome and value. This is where HappySignals see the Service Management heading.
"SLAs measure the process - XLAs measure the outcome and value"
|SLA - Service Level Agreement||XLA - Experience Level Agreement|
|Measures the output of IT||Measures the outcome of IT|
|Measures the processes||Measure the added value and productivity of services|
|SLAs focus on high level objectives, that can easily be met. However, do not paint an in-depth picture of what is really happening within IT.||Brings focus directly to end-users experience and needs.|
|SLAs show you if IT is delivering projects within the right time frame and budget - ignoring the true success of projects.||With XLAs you can bring business value and increase productivity of end-users.|
|Focus on sanctions||Focus on rewards|
|Measurement targets stays the same||Measurement targets constantly change|
Importantly, you can use XLAs and SLAs in tandem with each other. The important thing to notice, however, is the need for the capabilities and metrics that measure success where outcomes occur and value is created.
HappySignals brings you the process to manage the experiences and set experience level targets.Watch 1 minute video to see the explanation
|Role||Output focus (SLA)||Outcome focus (XLA)|
|CIO / IT Directors / IT Management Team||SLA’s are needed to control what we and partners do. When they are green, we are doing well.||I give focus and direction to my IT department and empower them to deliver good experience to our end-users. This is how we prove our value to business stakeholders, productivity and happiness of end-users.|
|SLA’s need to be met, because that is what Management Team is looking for||I analyze the experience data together with my vendors and bring solutions to life that improve happiness and productivity.|
|It’s Service Desks responsibility if people are unhappy with the service. I just run the service with uptime and availability.||I monitor and analyse the experience of my end-users in my services, to make sure the service provides what they are expecting. They are my colleagues and I want them to be able to do their jobs productively.|
|I optimize the cost structure of our devices and make policies for them. Dollar saved is dollar earned, right?||I understand different users and their needs with their devices. I try to save their time, which saves company’s money and makes our workforce more productive and happy.|
Service Desk Outsourcing
|I outsource to external provider and make sure sanctions are in place if CSAT is not at the level agreed 2 years ago.||We add experience metrics into our contracts as XLAs, with rewards if they exceed the exceptions of our end-users. I work with them to make sure that happens as well.|
|Service Desk Managers||I bring escalated cases to our Team meetings and make sure whole team meets the SLAs that are set. My concern is not the end-user.||I share all the experience data in real-time with everybody in the Service Desk, 75% of is positive and I know that make a positive impact on the motivation of my Agents. Agent satisfaction correlates directly to end-user experience and I can prove it with data. We can also talk with Service Owners on how their service is experienced, showing it’s not total responsibility of the Service Desk.|
|IT Departments Employees
(Agents as well)
|I keep lights on and systems running. I hate users complaining when they don’t understand that I cannot help them.||I come every day to work to provide most productive IT solutions to our employees, so that they can serve our external customers. This makes me happy.|
Employees of your Company
|They just want to get rid of me. It’s my fault always.||They are here for me and help me as a colleague. The feedback I give is appreciated and used to improve IT services. This makes me happy.|
Basically after setting targets, you are highlighting all aspects of the end-user’s experiences in all the views you see in HappySignals.
Here are have gathered cases that show what the winners in this area are doing and have been doing already for years. If you still have doubt, check the incredible results our customers have been able to achieve.