Measuring XLA in IT Service Management

New metrics to be introduced for effective service management: today we will talk about XLA in IT Service Management.

What are XLA?

XLA (Experience Level Agreements), is an agreement "stipulated" between the Service Provider or the IT Staff of the Service Desk and the End User/Customer.

Until recently, this type of parameter was not considered and only SLA (Service Level Agreements) and OLA (Operational Level Agreements) were measured.
Today, however, XLAs in IT Service Management take on a strong value, because they move from procedures, technologies and frameworks, to focus on the human experience of the end user.

“SLA measure the process - XLA measure the outcome and value”

Definition taken from the HappySignals Blog

A practical definition of SLA, OLA and XLA

According to ITIL, Service Level Management is one of the key processes of Service Management and aims to: "maintain and gradually improve the alignment and quality of IT services, through a constant cycle of agreements, monitoring, reporting, and review of IT service achievements and through the implementation of actions to eliminate unacceptable service levels ".

According to the Service Level Management process, it is essential to identify the SLA, that is "the contractual tools through which the service metrics (such as the quality of the service) are defined that must be respected by a service provider (provider) towards its own customers/users. In fact, as once the contract has been stipulated, they take on the meaning of contractual obligations ".

Also according to ITIL, useful for the effective management of services, there are the OLA, that is the agreements between the different groups or the various internal components (for example the 2nd or 3rd level) of the provider. OLA are therefore contracts between the internal support departments of an organization that provided the SLA and being operational level agreements, they are more technical in nature than service level agreements.

In the most modern and current vision, which identifies a practical utility of IT and service management towards the entire organization and company business, the XLA, these new agreements, are now being proposed.

These new metrics are introduced precisely to redesign IT services and processes, focusing them more on the component of the human experience, of the user who uses the service.

In a more complex way, unlike the SLA that focus on the availability of the service, the XLA measure and define the expectations for the performance of the service received by the User/Customer.
Basically, it is balanced the value and the result obtained by the User in his Service experience.

How are XLA measured in IT Service Management?

Surely a series of parameters must be defined which each have a precise value to be returned in the measurement of the XLA. These parameters are constructed, at the moment, through Survey to which the user/customer is subjected.

Below is a list of the parameters that make up the size of XLA:

• The results that the user tries to achieve and obtain
• The benefits that the user/customer expects
• The elements that promote a positive experience in the relationship between user and IT support
• The collection of information on the performance of IT Support and the elements that affect their productivity
Net Promoter Score: probability that the user recommends the service received, on a scale of 1 to 10
Customer Effort Score: how easy the service request process is, on a scale of 1 to 5

HelpdeskAdvanced for Service Level Management

Pat's solution for Service Management, HelpdeskAdvanced defines and measures the service levels through which the services are delivered.

Based on the Service Level Management process, HDA ensures that measurable goals are maintained for all services, i.e. the most significant quality index for assessing service management performance and ensuring user satisfaction.

To learn more about how HDA adapts to Service Level Management, contact us.