How relevant are our current ALS metrics to improve customer satisfaction and service experience? To what extent should metrics be generally measured from the supplier`s point of view? What is the impact on our customers? What should we pay attention to and measure it? All elements of an XLA must be connected to a person who represents what is relevant to that person to do their job. The staff-persona building is not done overnight. This is a process that includes recording employee moods and ultimately assigning a staff trip and inheriting the model used in the customer experience. The goal is to find ways to improve internal processes, services and products, Barros said. “And then you generate the user experience index,” Barros said. “And the user experience index will have a different index objective with different factors that you measure for each person. And then your result is to have a good user experience index. So if the laptop breaks down and this laptop is crucial for that person to do his job, the index will probably be weak. Dan Salinas is VP Managed Workplace Services and Business Development at Lakeside Software. He has 25 years of experience in providing IT services and currently collaborates with OEM and ISV partners such as IBM, DXC, Fujitsu, NTT Data, Wipro, HCL, Stefanini, Capgemini, Microsoft and other solutions for desktop, virtualization and the cloud. Unlike SLAs, which focus on service availability, XLAs have service expectations. This distinction is essential because it is the difference between a 3,000-mile business trip and the handing over of keys to a minivan and a ticket for a non-stop flight.

The first provides long-distance travel, while the second reflects on what would make your travel experience fast and comfortable. From managing IT services to providing a useful customer experience is a journey. The introduction of the XLAs is a reasonable entry point for this amendment. As these examples show, it is important to measure and guarantee operating time, but not isolated. That`s why vendors are starting to use XLAs to demonstrate their commitment to the digital user experience. Is your service it desk a melon? If this is the case, it may mean that you will need to reconsider your use of Service Level Agreements (SLAs). Let me explain. XLAs can help move IT services beyond the “hygiene factor” when it comes to IT performance, Barros said. Service level agreements ensure the critical hygiene of the technology, but neglect the main objectives of the user experience.