Expert in Establishing Enterprise Architecture, Digital Transformation & CX Teams | Recognized for Driving Innovation & Results in Complex Environments
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
NEW BLOG: Here we look at eight possible, sometimes probable, objections to XLAs and how best to handle them. https://bit.ly/3MxlDW7 #XLAs #XLA #SLA #ServiceDesk #ITSM