Imagine that you and a friend go to a beautiful restaurant and the server comes over—not with a menu, a glass of water, and a cheery welcome, but with a service-level agreement (SLA) containing 25 key performance indicators (KPIs) that the restaurant intends to meet over the course of the next hour.
The server goes on to explain that for the service to work in line with the SLA, you, the customer, can request only one modification to the menu as presented unless you had made the request at the time of the reservation.
How would you respond? I am guessing you'd be bewildered.
Likewise, consider that most IT service organizations today exist—with a considerable amount of cost and effort—to measure and report data. But how much of that data is relevant to anyone using the service organization's service?
SLAs dominate our IT service management teams, our sourcing contracts, and our underpinning arrangements—agreements that support the SLA. Meanwhile, customer approval scores have barely budged; the average customer satisfaction with service desks, or outsourcing suppliers, hasn't significantly improved since the introduction of SLAs and KPIs. I am not saying that SLAs have no place; they do, just not at the front of the house.
Measuring what you can is not the same as doing what you must. It's time for a change. It's time to pivot from managing IT services to managing the consumer's experience of IT with experience-level agreements (XLAs).
get more info
The server goes on to explain that for the service to work in line with the SLA, you, the customer, can request only one modification to the menu as presented unless you had made the request at the time of the reservation.
How would you respond? I am guessing you'd be bewildered.
Likewise, consider that most IT service organizations today exist—with a considerable amount of cost and effort—to measure and report data. But how much of that data is relevant to anyone using the service organization's service?
SLAs dominate our IT service management teams, our sourcing contracts, and our underpinning arrangements—agreements that support the SLA. Meanwhile, customer approval scores have barely budged; the average customer satisfaction with service desks, or outsourcing suppliers, hasn't significantly improved since the introduction of SLAs and KPIs. I am not saying that SLAs have no place; they do, just not at the front of the house.
Measuring what you can is not the same as doing what you must. It's time for a change. It's time to pivot from managing IT services to managing the consumer's experience of IT with experience-level agreements (XLAs).
get more info
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