I will end with a story about how a service provider used SysTrack to define XLAs and deliver greater value to its customers. Prior to the availability of SysTrack, the vendor had only a limited overview of the problems encountered in the customer environment as a whole and the quality of the experience it provided. Within weeks of their implementation, they discovered many underlying problems that they were able to diagnose and solve within a few months. These problems include slow registration processes and group policies, suboptimal Windows 10 computers that haven`t been updated with SSDs, and persistent latency problems caused by misasigned drives. The supplier used SysTrack`s ILS score to create XLAs for its customer. As the problems they discovered were resolved with SysTrack`s detailed analysis, the EUX score continued to increase, allowing the vendor to clearly demonstrate the value it has learned to the customer. In the space of a year, the ILS provider managed to improve all systems from 67% to 84% on average, which led to thousands of hours of time savings for the customer. Indeed, the sum of all customer interactions with our products or services is often defined by the customer. This definition may be too crude. Perhaps it is not the sum of the interactions that determines the experience, but an important area in the chain.
It is therefore important that we be able to monitor, detect and react to any mood changes. Barros cited the example of an IT service provider who quickly repaired an employee`s laptop 15 times in a row, filling the SLA-Helpdesk metrics. But is it a great user experience to repair a laptop? An agreenment level of experience (XLA) is a contract between a service provider and a customer based on the quality of the staff experience with the provider`s services. For example, an XLA could establish an expected average experience quality of ≥80% with a plan to increase the underlying expected over time. XLAs are calculated by analyzing KPIs that influence the end user experience (ILS) with IT resources, z.B. hardware/software performance and user behavior. Service management is available to non-experience clients and colleagues. Despite years of implementing good practices, the reputation of most technology departments is below the executive level in the eyes of executives. But have you ever heard of experience agreements (XLAs)? Perhaps not because Gartner analysts consider them to be a relatively new type of agreement that included IT services in their contracts with management services companies or third-party IT sources. 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). Unlike SLAs, the creation of XLA requires a way to quantify the staff experience.