Be the first to like this
Nice and specific with XLA.
Xperience Level Agreement started as a countermovement in the fight against so-called ‘watermelon’ SLAs. These SLA’s result in green scorecards at first glance, while customers are red-faced with frustration on the inside. XLA has since grown into a widely supported methodology and ITSM solutions for measuring and working towards a proper experience. Marco takes you on a whirlwind tour of how to use XLA and focusses on those KPIs that really make a difference. Another special aspect of this day is the launch of XLA for TOPdesk. The future of service excellence? Feel is the new killer app!