IT services are familiar with service level agreements (SLAs) that set parameters for important objectives such as service desk performance and the effectiveness of support services. 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. All this is important, and many companies have experienced stress before the invention of ALS , or even damaged customer relationships. Nevertheless, it can be said with certainty that the SLAs have their flaws, but that they are still necessary. Many of them focus on the fact that they are too technical and focus on an element throughout the service chain. They do not necessarily guarantee a satisfied business environment or user experience (“UX”). Download our ebook `Your Digital Workspace: The Ultimate Guide to Creating Digital Experiences Your Employees Will Love` – and contact us with an eXperience Level agreement to enhance the staff experience. “The theory for the service provider is that they will see this as a success and see a satisfied customer,” Barros said. “But in reality, it`s probably very difficult for the user to be productive and to continue their work to complete a project. So that`s the difference. While the ALS focuses on devices and breakup situations and how you can repair in time what is broken, an XLA focuses on the entire journey and user experience. 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. With ALS, the goal is to measure the effectiveness of computing to fix things. SLAs measure success to the effectiveness and effectiveness with which they address an identified problem. In general, ALS sets an agreed timetable, but it may overlook important aspects of the user experience. XLA can help shift the way we think to real end-to-end results that influence the user-to-user experience across different SLAs. However, to be successful, it is essential that ALS be reported more often than once a month. With more dynamic and transparent SLA reports across the entire service chain, eXperience Level Agreements are supported to enable real cooperation, openness and visibility to ensure maximum experience rather than countless technologies. XLAs measures the customer experience. However, one of the main challenges is that the CX can be both objective and subjective. A negative experience – downtime in a critical phase, an encounter with rude support staff – can be enough to cement the negative perception in a long term. 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.