As the demand for IT services has increased, the supplier landscape has also grown. To thrive in an increasingly convenient market, managed investment service providers need to modernize their vision of what it means to deliver value to the customer. It is time to move from older operating time SLAs (which have become an expectation and not a distinction value) to level agreements (XLAs). This change allows suppliers to direct their offerings to better support customers` business results, demonstrate the value of their services and increase profitability. 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). Service Level Agreements (SLAs) have become standard operating procedures for organizations. It makes sense: in a distributed digital world, businesses need to ensure that services are available as needed, while providers must be able to achieve service goals.
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. While ALS remains an important facet of IT services, there is a growing need for experience agreements (XLAs or abbreviated A), which focus on the services employees consume and how improved service can help increase business benefits. What`s the problem? SLAs are obviously restrictive; As the IOC points out, some companies are now turning away from ALS because they are unable to meet the evolving needs of mobile and IoT technology environments. In addition, service level agreements cannot take into account the human factor: staff experience. Of course, the dashboard reads like “all green,” but does that mean employees are satisfied with the IT experience? Or are ALS metrics hiding bigger problems? 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. “Experience Level Agreements (XLAs) contribute to: Gartner researchers Daniel Barros and David Groombridge wrote for the first time in Gartner`s 2020 cycle hype, published on July 17. 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.
In today`s work environment, a strong digital work strategy is simply useful – and user experience with IT services is essential. And while these agreements pave the way for more stable cloud services, they have also arrived with reservations. Firstly? The SLAs are actually “pretty good” in writing – as long as the suppliers complied with WADA`s obligations, there was no need to improve it. But when companies began to constantly look for improvements in IT environments, this quickly became restrictive. Unfulfilled promises were also a theme: many contracts contained ambiguous formulations that made suppliers destabilize. Although the debt was recognized, the revenue and productivity losses caused by services far exceeded all minor compensations.