The creation of an XLA could advance the change needed to improve the staff experience. For example, it doesn`t matter if there are 70% promoters and 30% opponents, 40% promoters and 0% opponents, as they both lead to an NPS of 40. It doesn`t make sense. Imagine that you and a friend would go to a nice restaurant and the waiter would come by – not with a menu, a glass of water and a cheerful reception, but with a service level agreement (SLA) with 25 key performance indicators (KPIs) that the restaurant wants to meet over the next hour. THE SLAs are what I would call a safety net — an ambulance at the foot of the cliff, which ensures that problems are resolved fairly quickly, and ensures that a minimum of service is provided. It`s really important and certainly shouldn`t be ruled out, but what they`re not doing is proactively looking at how to improve information technology to avoid these problems in the future, or thinking about how to better provide employees with a great it experience. I heard about XLA a few months ago, and since then, the team is probably tired of me talking about it. This has become a new favorite topic of mine, which is really with CIOs and IT professionals who are passionate about improving the staff experience. 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). ITIL® defines the customer experience as the sum of all functional and emotional interactions with a service provider as perceived by a service consumer. The data you need to collect to measure employee experienceThe employee experience seems to be a fairly immaterial concept. No wonder organizations have a hard time measuring them. And while IT teams may have a large amount of performance data, that doesn`t mean it`s obvious, which would help improve the IT staff experience.