Focusing on your users' IT experience brings enormous benefits

The shift to hybrid working underlines the link between IT and people’s productivity and wellbeing. But until now, these ‘human’ metrics have been complex and costly to capture. The traditional service level agreement (SLA) overlooks everyday IT issues that, over time, can be major sources of stress and frustration; it also fails to spot underlying problems, and sets only minimum standards. 

The experience level agreement (XLA) combines device and system data with in-the-moment sentiment capture. Unlike the SLA, it’s dynamic, constantly monitoring the whole IT environment and users’ interactions with it. Issues are identified and resolved proactively, and users always get 100% service. 

Delivering a great workplace experience also makes hiring and retaining talent easier; reduced downtime mean lower costs and enhanced customer service. Plus, user experience capture provides a clear path to value for IT investment. 

Our new paper examines the XLA, and how it can transform your organisation. 

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