Traditionally, the Service Level Agreement (SLA) has been the only method to evaluate IT service performance. Process-driven and focused on Key Performance Indicator (KPI) targets, it lacks insights into employee satisfaction with IT.
At Computacenter we have long advocated for the outcome focused Experience Level Agreement (XLA) to complement the more output led SLA. An XLA analyses technical, sentiment, and operational metrics and provides a rich data set that enables us to drive continual service improvement for customers.
This focus makes the XLA Institute the perfect organisation to partner with as we evolve our approach to total experience. As a Global Founding Member, Computacenter will work with the XLA Institute to redefine and advance the standards of XLAs that prioritise employee experience, innovation, and business value.
Arie Langerak, co-founder of XLA Institute said "Overjoyed to welcome Computacenter as a Founding Member of the XLA Institute. Their extensive experience in digital workplace solutions and commitment to experience management and XLAs adds valuable expertise to our community. Computacenter's insights will help shape industry standards and provide practical implementation guidance that benefits all members. Together, we'll drive meaningful innovation in experience management."
The XLA Institute is a collaborative platform that connects organisations at the forefront of Experience Management (XM) and enables them to work together to develop and promote the adoption of standards and practices related to XM, XLA, and the ongoing development of the XLA Framework.
As part of this partnership, Pauline Marchand, Head of Experience & Innovation, Managed Services at Computacenter will serve as an XLA Institute transformation partner – leading the discussion on outsourcing's future as a standard-defining leader and bringing her experience in XLA creation and implementation to help shape the conversation and contribute to the yearly State of XLA report.
“Like those at the XLA Institute, we believe technology should behave as a likeable person – empathetic, respectful, and giving,” says Pauline. “Since launching our Experience Management Office (XMO) and introducing the use of XLAs, we’ve paved the way for a more human-centric IT service approach, shining light on the often-overlooked aspects of IT service experience and providing a structured framework to make strategic decisions.”
With XLAs in place, Computacenter’s relationship with customers reaches another level. A recent example with a large financial institution highlights this perfectly. In isolation, technical data showed a stable and healthy estate, incident data analysis highlighted no issue, but the sentiment data provided a different perspective - users were experiencing frustration that just had not yet resulted in a contact to IT. This meant that we were able to identify an underlying issue and recommend a proactive resolution to the customer.
“The XLA still involves a relatively new way of working and thinking”, concludes Pauline, “but for tech driven, employee centric organisations it’s clear that understanding the human element of IT service management unlocks greater value.”
Contact
For more information contact:
Gillian Sefton Jenkins
Product Marketing Manager, Managed Services, Computacenter
Email: gillian.jenkins@computacenter.com
About Computacenter
Computacenter is a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet.
We help our customers to Source, Transform and Manage their technology infrastructure to deliver digital transformation, enabling people and their business.
Computacenter plc is a public company quoted on the London Stock Exchange (CCC.L) and a member of the FTSE 250. Computacenter employs over 20,000 people worldwide.
www.computacenter.com