XLAs are the natural extension of better customer orientation with the IT desk service. It`s an eXperience level agreement. Yes, you provided a service, and you did it on time. But how did the client feel at the end of the way he was treated? With the risk of using too many metaphors in a few paragraphs, imagine a really high-end restaurant experience. The food is amazing, of course! But what if the music is horrible and the server is snotty? It`s not a good experience, is it? The same logic applies to the IT desk. This means that yes, of course, you should try to resolve the tickets as quickly as possible, but there is more to it than that. Meeting with an ALS does not guarantee that the customer is satisfied. You need to focus on the customer experience (CX). SLAs dominate our IT services management teams, sourcing contracts and underlying agreements – agreements that support ALS. In the meantime, client consent levels have not changed much; Average customer satisfaction with service desks or outsourcing providers has not improved significantly since the introduction of SLAs and KPIs. I am not saying that the SLAs do not have a place; they do, but not at the front of the house. Termination procedure – The ALS should define the circumstances under which the contract may be terminated or expire. The notice period should also be set by both parties.
Measuring what you can is not the same as doing what you need to do. It`s time for change. It`s time to move from MANAGING IT services to managing the consumer IT experience with experience level agreements (XLAs). In XLAs, we put the results that determine the consumer experience at the heart of our design efforts. This is in stark contradiction to the SLAs, which primarily reflect our delivery perspective, z.B. what we need to do to provide excellent service. Security – All security measures taken by the service provider are defined. This is usually the development and consensus on antipoaching, computer security and confidentiality agreements. Service level agreements are the first step in creating a relationship between a service provider and a customer. If we realize what is expected of each party, there can be transparency and confidence on both sides. Regardless of the type of service level agreement signed, each party can now be held accountable in order to maintain its end of good deal. Sometimes it is necessary to compromise when the service provider does not have the resources to meet the client`s requirements.
In this case, the client may be forced to review its requirements and the service provider may be forced to invest in more resources. Such compromises create a good working relationship between the service provider and the client. XLAs` GIarte and deptive definitions allow for the movement of sanctions, service assessments and penalties that are typically found in ALS to measure staff results and experience.