![](https://www.barclayrae.com/wp-content/uploads/2022/11/IMG-BL.jpg)
Service Management XLAs Uncategorised
When the technology world is not salivating over AI, there is also the equally pervasive emergence of ‘Experience Management’ (XM).
This requires a revised focus for service providers on the experience of people, individuals, employees, customers, users and partners, when using technology, including:
The technology industry as a whole has collectively wakened up to the concept of experience management. This is not a new concept, as it has been used in other industries for many years. It has also been in use in pockets in IT and ITSM for some years with implementations of bundled reporting, balanced scorecards, auditing practices that include employee and customer experience management *, NPS, Net Promoter Score etc.
It should also be stated that good SLAs should also include a variety of elements, including user experience data, feedback and business targets. The ITIL key message of Service Level Management states that ‘the purpose of the service level management practice is to set clear, business-based targets for service utility, warranty, and experience ‘.**). BRM (Business Relationship Management also plays a key part in the development and management of feedback and experience data – often in tandem with a service desk or service delivery operation.
Observations
If you are considering using XLM, DEX tools or implementing XLAs:
At BRC we have many years of consulting experience in and across these areas and issues. Our first ‘bundled SLA’ (including experience, cost and outcome data) was created with a retail company in 2007. Please come and chat to use about your thoughts and plans for any aspect of service management and experience management – at SITS 24 Stand 124 17th and 18th April 2024.
*E.g. SDI Service Desk Global Certification Standard.
** (ITIL 4 Service Level Management Practice Guide, PeopleCert 2023).