{"id":3245,"date":"2022-07-05T08:39:00","date_gmt":"2022-07-05T08:39:00","guid":{"rendered":"https:\/\/recomp.5oclock.io\/?p=3245"},"modified":"2024-04-05T15:12:35","modified_gmt":"2024-04-05T15:12:35","slug":"experience-level-agreements-explained","status":"publish","type":"post","link":"https:\/\/www.compucom.com\/experience-level-agreements-explained\/","title":{"rendered":"Experience Level Agreements (XLA) Explained"},"content":{"rendered":"\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"border:1px solid rgba(193, 46, 107, 0.3); color:#000018;  font-family:'Poppins'; font-size:14px; line-height: 18px; padding: 10px 2em 10px 10px; display: inline-block; border-bottom-right-radius: 15px;\"><img decoding=\"async\" src=\"\/wp-content\/uploads\/2023\/05\/compucom-editorial-team.png\" style=\"margin-top: -40px; float: left; max-width: 60px; border-radius: 50px; box-shadow: 1px 1px 5px 1px #999;\" alt=\"Compucom Editorial Team\"><p style=\"padding-left:6em; margin:0;\">{{dc:author:display_name}}<\/p><\/div>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:30px;font-style:normal;font-weight:600\">Moving beyond the SLA<\/h2>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>The way we interact with tech can make or break a workplace experience. Just like consumer shopping, today we want instant gratification and personalized, automated experiences that make day-to-day life easier.<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<hr class=\"wp-block-separator has-text-color has-alpha-channel-opacity has-background is-style-wide\" style=\"background-color:#c12e6b;color:#c12e6b\"\/>\n\n\n\n<p><strong>Learn more about:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"blog-link\"><a href=\"#ex\"><span style=\"text-decoration: underline;\">What are XLAs? Do They Replace SLAs?<\/span><\/a><br><\/li>\n\n\n\n<li class=\"blog-link\"><u><a href=\"#xla\">XLA vs SLA: Distinct Purposes, Valuable Insights<\/a><\/u><br><\/li>\n\n\n\n<li class=\"blog-link\"><a href=\"#care\"><span style=\"text-decoration: underline;\">Why Should Employers Care About XLAs?<\/span><\/a><br><\/li>\n\n\n\n<li class=\"blog-link\"><a href=\"#better\"><span style=\"text-decoration: underline;\">Better Employee Experiences = Better Business Performance<\/span><\/a><\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-alpha-channel-opacity has-background is-style-wide\" style=\"background-color:#c12e6b;color:#c12e6b\"\/>\n<\/div><\/div>\n\n\n\n<p>New hires need connected, secure, and ready-to-go devices on day one. Employees want seamless experiences that make things easy whether at home, in the office, or on the road. They also want to know that if something goes wrong, someone is already there to help.<\/p>\n\n\n\n<p>In today&#8217;s market, anything less is unacceptable.<\/p>\n\n\n\n<p>That&#8217;s why experience level agreements (XLAs) are the future of IT service.<\/p>\n\n\n\n<p>More of a concept than a contract, XLAs bring people to the center of your IT strategy by measuring their perceived quality of technology experiences across your business.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"ex\" style=\"font-size:30px;font-style:normal;font-weight:600\">What are XLAs? Do They Replace SLAs?<\/h2>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Service Level Agreements (SLAs) used to be the standard way to map out metrics for measuring the success of managed IT services. SLAs hold service providers accountable for the agreed-upon standard transactions of a contract\u2014for example, ticket volume or average response time.<\/p>\n\n\n\n<p><em>But SLAs don&#8217;t ask one important question: are people actually satisfied with the service?<\/em><\/p>\n\n\n\n<p>By comparison, Experience Level Agreements (XLAs) measure indicators of the user experience\u2014for example, ensuring that every new hire is equipped with the right devices, software, and access on day one.<\/p>\n\n\n\n<p>This new approach to IT metrics rates success by how technology improves or impedes the overall employee experience. By focusing on employee satisfaction and customer experience, XLA metrics help organizations understand whether their managed IT services are delivering hassle-free experiences\u2026or whether they&#8217;re falling short.<\/p>\n\n\n\n<p>XLAs don&#8217;t replace traditional SLAs. You can (and should) use both.<\/p>\n\n\n\n<p>SLAs have great value in measuring technical performance, and they\u2019re familiar and comfortable to IT veterans, but efficiency doesn\u2019t always equate to user experience. Calculating XLA performance is less a matter of aggregating metrics than of finding the metrics that count.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"xla\" style=\"font-size:30px;font-style:normal;font-weight:600\">XLA vs SLA: Distinct Purposes, Valuable Insights<\/h2>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Measuring response time is important, but it won\u2019t tell you what your employee\u2019s experience was like before, during, and after the technician responded. In today&#8217;s workplace, measuring the impact on the employee is what matters most.<\/p>\n\n\n\n<p>While tracking things like response times is valuable, companies hitting all their SLAs may still fall short in some crucial aspects of user experience. Meeting all SLAs may even mask an uncomfortable truth: measuring success based on ticket volume could be misleading\u2014if a help service desk is useless, employees will not bother raising tickets.<\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\" style=\"font-style:normal;font-weight:600\">\n<p class=\"blog-blockquote has-text-color\" style=\"color:#000018;font-size:18px\"><strong>&#8220;<\/strong>By focusing on employee satisfaction and customer experience, [XLAs] help organizations understand whether their managed IT services are delivering\u2026or falling short.<strong>&#8220;<\/strong><\/p>\n<\/blockquote>\n\n\n\n<p><strong>With an XLA, you measure quality, not quantity<\/strong><\/p>\n\n\n\n<p>For example, when employees need to bring up a client\u2019s record quickly, an XLA would track how long it takes to search for a customer\u2019s account, which shouldn\u2019t exceed an agreed limit, say 8.5 seconds.<\/p>\n\n\n\n<p>It would also go beyond to track other relevant aspects: is the experience reliable? Is it easy to complete? Is it meeting users\u2019 expectations? Is the overall experience good or bad?<\/p>\n\n\n\n<p>XLAs aren&#8217;t cookie-cutter, either. They should be tailored to an organization\u2019s needs and IT concerns, as well as the outcomes they want to see. Measurements and targets can change over time, leading to continuous improvement.<\/p>\n\n\n\n<p class=\"blog-link\">While XLAs are still a breakthrough option, <strong><a href=\"https:\/\/www.reworked.co\/employee-experience\/why-it-is-moving-beyond-service-to-employee-experience\/\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\">analysts predict<\/span><\/a><\/strong> more enterprises and industries will adopt this innovation in the near future.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"care\" style=\"font-size:30px;font-style:normal;font-weight:600\">Why Should Employers Care About XLAs?\u202f<\/h2>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"blog-link\">XLAs help organizations focus on two crucial aspects of <strong><a href=\"https:\/\/www.mckinsey.com\/business-functions\/people-and-organizational-performance\/our-insights\/this-time-its-personal-shaping-the-new-possible-through-employee-experience\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\">profitability: employee happiness and productivity<\/span><\/a><\/strong>.<\/p>\n\n\n\n<p class=\"blog-link\">The research on this topic is clear. <strong><a href=\"https:\/\/www.gallup.com\/workplace\/388481\/employee-engagement-drops-first-year-decade.aspx\" target=\"_blank\" rel=\"noreferrer noopener\">Engaged employees are consistently more productive<\/a><\/strong>, more focused, and more likely to stay with your company.<\/p>\n\n\n\n<p class=\"blog-link\">In a recent IDC survey, 85% of surveyed executives also said that <strong><a href=\"https:\/\/blogs.idc.com\/2021\/09\/17\/employee-experience-and-customer-experience-what-is-the-connection\/\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\">engaged employees<\/span><\/a><\/strong> make for better customer experiences\u2026and higher revenues.<\/p>\n\n\n\n<p>This is forcing companies to create a more human-centric approach to everything\u2014from systems and processes to the entire technology experience.<\/p>\n\n\n\n<p>Imagine a talented, driven professional who has just landed her dream job. The company\u2019s mission aligns with her own, and she faces her first day with an energizing sense of purpose.<\/p>\n\n\n\n<p>But the headaches start with the onboarding process: she struggles to get her laptop and mobile device set up with needed applications. She is tech-savvy and jumps at opportunities to resolve her own IT issues, but the company\u2019s self-help knowledge base is abysmal\u2014outdated and clunky\u2014and she ends up just searching for answers online. She reaches out to tech support, but it takes a while to get a response, and they don&#8217;t follow up to see if the issue is resolved.<\/p>\n\n\n\n<p>Over the next few months, her daily frustration with her work experience grows. Regretfully, she realizes the friction of her bad user experience keeps her from the more creative and engaging parts of her job and erodes her work-life balance.<\/p>\n\n\n\n<p class=\"blog-link\">Disillusioned, she realizes it\u2019s time to update her LinkedIn profile and move on. Another talented team member lost to preventable tech issues (and preventable <strong><a href=\"https:\/\/finance.yahoo.com\/news\/true-cost-replacing-employee-210002822.html\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\">turnover and replacement costs<\/span><\/a><\/strong>).<\/p>\n\n\n\n<p>How could her company have fixed this? An XLA that ensures a high-quality employee experience not just once, but every step of the way.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"better\" style=\"font-size:30px;font-style:normal;font-weight:600\">Better Employee Experiences = Better Business Performance<\/h2>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>The Great Resignation shows no signs of stopping, fueled in part because people want better.<\/p>\n\n\n\n<p>Like our example, talented workers have options and are not willing to stay in a job if their needs go unmet. When XLAs are thoughtfully designed and implemented, they can help the IT department provide next-level service and unlock elevated employee performance across the entire organization.&nbsp;<\/p>\n\n\n\n<p class=\"blog-link\">According to McKinsey, there are nine elements to <strong><a href=\"https:\/\/www.mckinsey.com\/business-functions\/people-and-organizational-performance\/our-insights\/this-time-its-personal-shaping-the-new-possible-through-employee-experience\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\">getting the employee experience right<\/span><\/a><\/strong>. Many of these involve employees\u2019 experiences with IT services, including:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Work organization: <\/strong>Do I have the resources I need to be successful in my role?&nbsp;<\/li>\n\n\n\n<li><strong>Work control and flexibility:<\/strong> Do I complete my work efficiently, with flexibility and positive integration in my life?<\/li>\n\n\n\n<li><strong>Technology: <\/strong>Does my company\u2019s technology enable me to work efficiently and without friction?&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>Successful companies differentiate themselves in the market by understanding their customers&#8217; needs and structuring solutions to meet those needs.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Leading companies apply that same approach to understand and improve their employees\u2019 journey, too.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<hr class=\"wp-block-separator has-text-color has-alpha-channel-opacity has-background is-style-wide\" style=\"background-color:#c12e6b;color:#c12e6b\"\/>\n<\/div><\/div>\n\n\n\n<p>Curious about XLAs and how we approach experience management? Book a call with our experts to learn more.&nbsp;<\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button has-custom-width wp-block-button__width-100 is-style-fill\"><a class=\"wp-block-button__link has-white-color has-text-color has-background wp-element-button\" href=\"\/contact\" style=\"border-top-left-radius:0px;border-top-right-radius:0px;border-bottom-left-radius:0px;border-bottom-right-radius:15px;background-color:#c12e6b\" target=\"_blank\" rel=\"noreferrer noopener\">LET&#8217;S TALK!<\/a><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>The way we interact with tech can make or break a workplace experience. Just like consumer shopping, today we want instant gratification and personalized, automated experiences that make day-to-day life easier. <\/p>\n","protected":false},"author":8,"featured_media":3755,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[47],"tags":[90],"class_list":["post-3245","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-managed-services-and-it-support","tag-xlas"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Experience Level Agreements (XLA) Explained - Compucom<\/title>\n<meta name=\"description\" content=\"Experience level agreements (XLAs) are the future of IT service. 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