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Have you discovered Rob Mayhew, amongst his many daily TikTok uploads sharing life as a creative, if you dig deep enough, you will find he and many others have creatively shared the stereotypical view of IT support and the “raise a ticket obsession era”. I find it intriguing that in a world where customer centricity was the mantra of businesses a few decades ago that the concept of Experience Level Agreements are so instantly baffling for many corporate IT departments. For me it’s not so much about the science and the mechanics of the XLA - for me having XLAs is a statement of our services matter and our colleagues perception of our services matter too - the insight and the conversations that having XLAs and XPI trigger has to be seen as not just valuable but as invaluable. And absolutely XLAs are not the new SLAS they are another perspective on performance - don’t get hung up on contracts and agreements - get hung up on having a mechanism to hear the perceptions of your colleagues and bring this insight into your priorities and decision making. The more complicated or complex or fragmented your IT operating model is the more insights of your colleagues experience will matter. This is a great article that shows the challenges you will definitely have when discussing XLAs with your teams - don’t let the challenges get you down - be passionate have belief, experience and service insights will lead to far better IT performance than service insights alone. 👇 👇 👇 #xla #sla #iTops #ITsupport #ITservices

Experience level agreements (XLAs) are an increasingly popular topic, but the term "XLA" has yet to receive a single agreed-upon definition for the IT industry to follow; causing confusion for many. To help, this blog explains more about the spectrum of XLA definitions, including our own insight. https://bit.ly/48m7e7z #XLA #ITXM #ITSM #ServiceDesk #SLA

Rethinking Service Agreements: From SLAs to XLAs Recently had an enlightening conversation with a MSP about their approach to Service Level Agreements (SLAs) with Break/Fix clients. Their innovative twist? Experience Level Agreements (XLAs). 🔑The key difference: Instead of focusing on response times, they ask clients, "How long would you like non-pertinent issues to be resolved?" This approach addresses a common frustration with traditional SLAs: ❌ Quick (often automated) responses to support tickets ❌ No clear estimate for issue resolution What I love about XLAs: ✅ Client-centric focus on the service experience ✅ More meaningful than a "Best Effort" SLA ✅ Sets clear expectations for issue resolution and prioritization It's a subtle shift in language, but a significant change in mindset. By prioritizing the client's experience, we move from reactive service to proactive partnership. I'm curious: How do you frame the convo about service agreements with your clients? #ITServices #CustomerExperience #MSP #ServiceManagement #XLA

With cutting-edge service management solutions, you can achieve your IT operations' maximum potential. IT service management solutions can help you streamline efficiency, increase productivity, and stay ahead of the competition. Check out our latest blog to learn more:https://lnkd.in/dCsVVGry #itsm #itservicemanagement #itservices #itservicesolution #itoperations #efficiency #productivity #technology

How do you encourage customers to use your Service Request catalog to increase business efficiency? Here are some ideas 💡 Read the full blog post here 👉 https://buff.ly/3Ou6rdF #ITSM #ITefficiency #ServiceDesk #ASM

Financial services firms’ IT teams are seeing a serious spike in IT ticket volume being routed to ITSM. It’s far from ideal when industry pressure is at its peak. A Resolve Systems customer is just one of them that couldn’t manage said high volume, and so for the wide range of issues on deck, they sought a solution. Read how Resolve helped a Fortune 500 wealth management firm orchestrate their existing automation, break down IT silos, create an Automation Center of Excellence (CoE), achieve $1.4 million in cost savings over three years, and much more! #itautomation #financialservices #wealthmanagement 

✨New Blog ✨ How does your IT organization assess IT service quality? Through service level targets? It isn't sufficient, says Stephen Mann, and here he explains why 👇 https://hubs.ly/Q02VFcWh0 #ITXM #ITSM #SLA #XLA #ServiceDesk

Want to make the most of your #ESM system? Ensure better performance with ESM by considering these 6 crucial factors when implementing or upgrading your solution for increased success! https://ifs.link/e28dp0 #EnterpriseServiceManagement

Checkout how Beyondsoft can assist with your Global Delivery challenges!

Learn how Service Level Agreements (SLAs) can drive success in IT management! Explore the key components and benefits of SLAs for ensuring quality service delivery: https://lnkd.in/dunbgycj #IT #SLAs #TechManagement