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    Implementing IT Experience Management and Experience Level Agreements

    ITXM

    Elevate your IT services with experience-driven insights

    IT Experience Management (ITXM) is the process of monitoring, analyzing, and improving the overall experience of IT services for end-users. It focuses on the technical performance of the software as well as the user's satisfaction.

    Track customer experience and sentiment with Experience Level Agreements

    Experience Level Agreements (XLAs) provide a more user-centric approach than traditional Service Level Agreements (SLAs). XLAs measure the quality of the user experience, capturing insights into how IT services impact daily workflows and productivity.

    By tracking XLAs, you can better align IT services with user expectations, identify pain points, and continuously enhance the user experience for greater satisfaction and productivity.

    Whether you're looking to ensure your employees are satisfied with the IT tools and services they use daily or align IT performance with broader business goals, we're here to help.

     

     

    Magnus Sundset

    Email Magnus

    +46 (0)8 733 31 25

    The benefits of IT Experience Management

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    Improved productivity and satisfaction

    Boost satisfaction and morale by ensuring IT services meet/exceed expectations.
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    Proactive problem resolution

    Get real-time insights into the quality of IT services and address issues before they worsen.
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    Improved business alignment

    Ensure IT services are closely aligned with overarching strategic goals.
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    One tool that does it all

    Benefit from Jira as your single source of truth for SLA and XLA metrics.

    Embark on your ITXM journey with Eficode

    Track service performance and measure satisfaction

    Utilize experience-level metrics to monitor service quality. Enhance your insights with customizable surveys like Customer Satisfaction Scores (CSAT) and Net Promoter Scores (NPS) embedded into your support process.

    Align team efforts with experience metrics

    Define your goals and make data-driven decisions to drive Continuous Improvement (CI). Go beyond technical SLAs by implementing XLAs to monitor progress and prioritise actions that deliver the best customer experiences.

    Include your Jira project data and gain key customer insights

    Leverage the comprehensive insights available to you in Jira Service Management (JSM) data. Define data collection periods to track progress and identify trends using the detailed dashboards and reports.

    Elevate your IT services with experience-driven insights

    Learn more about IT Experience Management with Atlassian and Elements Pulse

    Elements Pulse provides comprehensive dashboards on satisfaction, service quality, SLA performance, and productivity for Jira Service Management, using both customer surveys and data.

    • Customer satisfaction
    • Service quality
    • SLAs
    • Productivity

    Customer satisfaction is an essential gauge for understanding how users perceive the quality and effectiveness of a service. At Eficode, we measure this through two pivotal survey types—the Net Promoter Score and the Customer Satisfaction Score.

    Collecting user feedback through CSAT surveys is a good starting point. However, these transactional surveys only provide a snapshot of customer sentiment immediately after service, which may not fully reflect the overall experience.

    XLAs address this gap by offering continuous, in-depth analysis of user interactions over time, providing a comprehensive view of service effectiveness across various touchpoints.

    We use a simple “Satisfaction Maturity Level” model, recommended by our partner Elements, to assess where you are on your ITXM  journey and to get you to the next level:

    • Level 0 – No experience measurement.
    • Level 1 – Reactive measures: Basic surveys are used after ticket resolution, providing snapshot feedback focused on specific interactions.
    • Level 2 – Proactive engagement: Advanced tracking mechanisms like XLAs are implemented, considering broader user experience factors.
    • Level 3 – Integrated experience focus: XLAs are fully integrated with Continuous Improvement cycles and a deep focus on user-centric service management.

    Going from SLAs to XLAs doesn’t mean abandoning traditional metrics; it means enhancing them with experience-focused measurements. It helps avoid the watermelon effect (green SLAs but dissatisfied customers) and aligns IT services with business goals and user needs for a more responsive and supportive IT environment.

    Eficode’s service management practice is uniquely positioned to deliver top-tier service management solutions across asset management, governance risk and compliance, IT experience management, and HR system integration. With extensive experience in the service management field, we have developed a deep understanding of the complexities and challenges organizations face in these areas. Our strong partnerships with industry leaders enable us to stay at the forefront of technological advancements and best practices. Coupled with our role as thought leaders in the industry, we provide innovative, tailored solutions that drive operational efficiency and enhance the overall service experience.