For companies to outperform their competitors, they need to improve the employee experience in all areas of the business. When it comes to IT, a big part is making sure employees have a great experience no matter where they use the technology. After all, the modern workplace requires a digital workplace that allows employees to be productive and secure from anywhere. LAS can improve the employee experience by focusing IT on improving their digital workspace service. The webinar describes all the benefits that providers can achieve by monitoring the user experience and taking an XLA approach. Since IT success is typically measured by service levels, it`s clear that IT will spend time and money on meeting service levels. But what if IT was motivated and rewarded differently? In a way that focuses on the people who are your organization – a focus on improving the employee experience? What behavioral changes would this bring about in IT and what impact would it have on the employee experience? SLAs are what I would call a safety net – an ambulance at the foot of the cliff that ensures that issues are resolved relatively quickly and that a minimum level of service is provided. While this is really important and certainly shouldn`t be thrown overboard, what they don`t do is proactively look at how IT can be improved to avoid these problems in the future, or think about how they can better provide employees with a great IT experience. IT departments are familiar with service level agreements (SLAs) that define parameters for key objectives such as service desk performance and support service efficiency. Is your IT Service Desk a melon? If so, it may mean you need to rethink your use of service level agreements (SLAs). Let me explain.
Fortunately, ITIL 4 now connects to the world of design thinking and experience management with a focus on co-creation and results. But how do you integrate eXperience Level Agreements (XLA) efficiently and quickly? ITIL® defines customer experience as the sum of all functional and emotional interactions with a service provider as perceived by a service consumer. Customer feedback is the primary measure used in A.A. For this reason, most digital service providers will require a 1-5 star rating at the end of each request or issue: to check the level of customer satisfaction. .