Experience Level Agreements are here, and we know how to set them up - from SLAs to XLAs with ease.
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. Read this article on definitions of XLAs, as there are nowadays many different one.
It's easy to create SLA's that you can meet, for example Time-to-Resolution, but did that resolution give the outcome and value for the end-user that they were looking for?
HappySignals allows you to setup XLAs without touching your current SLA structure, in ServiceNow for example, so that you can instantly move into the Experience Level Measurement and not make it a harder topic than it actually is.
- Sami Kallio, CEO of HappySignals
The main benefits of XLAs include: XLAs measure the business value of the Service Desk, XLA measurement increases co-operation, it's more motivating metric for Service Desk teams, allows you to create moving targets in a positive way and lastly it's about driving business value of service management. To learn more read full article of top benefits of XLAs.
Many people talk about XLAs, but as manager of service management in your organisation, how do you really get started?
One principle would be not to setup one static target number merely based on example values from benchmarking or other sources. You should always do a baselining of your individual service performance level first. Measuring the starting level makes it is easier to set up an individual and realistic improvement target for your organisation and/or vendors.
With baselining you can also take into consideration the differences in rating behaviour between countries and user profiles.
For example, a good performance in one country can be different in another. A specific IT user profile may experience a service differently to another.
Baselining allows you to understand what kind of rating behaviour the employees in your organisation have, in order to setup realistic targets. In HappySignals Analytics you can see your baseline after one week. Then, you can move to step 2.
Organisational maturity matters, but if you take XLA as a journey, then it's easy to map out the steps you need to take. Let us show you how simple it actually is to transform your organisation from SLAs into XLAs.
Another principle would be not to tie one static target number to deals for a long period. Having one target number for a long period of time kills the culture of continuous improvement.
Instead, you should agree to increase the target number when you’ve been able to improve the scores. Reaching or exceeding the target should be rewarded in order to maintain continuous improvement.
Remember that improvement is always possible. So far, our customers on average have been able to improve their Happiness by 16% after starting to measure Happiness with HappySignals.
In HappySignals, you can set XLAs with one slider. Through your learnings throughout step 1 and 2, you can set your targets for the next 6 - 12 months.
HappySignals Live Screens allow you to display your XLAs to the physical office space, so when ever people go and get a cup of coffee, they are exposed to the real-time XLA performance and targets. Nobody can say that they didn't know what your targets are.
Use the NPS style Happiness instead to create an average score when setting targets. Happiness reacts faster to changes in service level. The larger scale in Happiness (-100)-(+100) makes it also easier to pinpoint problem areas.
Happiness in HappySignals Analytics is always available in realtime. There is no need to wait for monthly calculations etc. Monthly average scores would rarely change, so it would be a vanity metric.
Progression from this practical work is that you can change your company culture to focus on experience. You cannot jump there in one go, but getting there is not rocket science. Contact us to learn how you can start your journey easily into the world of XLAs.
HappySignals allows you to set your Experience Level Agreements, without touching your currents SLA models in your ITSM platform.
in 40 seconds, you could have your XLA set, watch how