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The IT Experience Podcast
By HappySignalsBusiness
The IT Experience Podcast episodes
- 107. XLA 1.0 Contract Example #xla
Register for the ITXM Summit 2024 on January 31st:
https://www.happysignals.com/itxm-summitIn This Episode we talk on XLA 1.0 Contract example and recommendations, it's your first step to XLAs with your outsourcing partners. This episode is related to the XLA whitepaper published by HappySignals and Bright Horse.Summary
In this episode of the IT Experience podcast, the hosts discuss the XLA contract and provide recommendations for implementing it. They explain the concept of XLA, which stands for experience data, operational data, and technical data. They recommend starting with XLA 1.0, which focuses on experience data, before moving on to XLA 2.0, which includes tech and operational data. The hosts emphasize the importance of changing the way of working and prioritizing improvement areas. They also discuss the drawbacks of using penalties and rewards based on SLAs and provide a template for an XLA 1.0 contract. The episode concludes with a promotion for the IT Experience Management Summit.
Takeaways
- Start with XLA 1.0 and focus on experience data before moving on to XLA 2.0.
- Change the way of working and prioritize improvement areas.
- Avoid using penalties and rewards based on SLAs.
- Calculate XLA score over a minimum of two months.
Chapters
00:00 Introduction to IT Experience podcast
00:27 Continuing the series on XLA contract
00:50 Understanding XLA and its versions
03:08 Recommendations for XLA 1.0
04:13 Agreeing on the way of working
05:17 Setting priorities for improvement
06:25 Aligning with strategic initiatives
06:53 Avoiding penalties and rewards based on SLAs
08:31 Focusing on continuous improvement
09:47 Calculating XLA score over a minimum of two months11:10Example XLA 1.0 contract template12:29Promoting IT Experience Management Summit13:33Conclusion and call to action
Find the whole whitepaper here:https://www.happysignals.com/how-to-incorporate-xlas-into-outsourcing-contracts14 min - 106. #XLA - Penalties vs Rewards in XLA Contracts
Register for the ITXM Summit 2024 on January 31st:
https://www.happysignals.com/itxm-summitIn This Episode we talk on how to tackle Penalties vs. Rewards when it comes to XLA Outsourcing Contracts. This episode is related to the XLA whitepaper published by HappySignals and Bright Horse.Find the whole whitepaper here:https://www.happysignals.com/how-to-incorporate-xlas-into-outsourcing-contracts11 min - 105. Four Options on How to Bring #XLAs into Contracts
Register for the ITXM Summit 2024 on January 31st:
https://www.happysignals.com/itxm-summitIn this episode, Pasi and Sami discuss bringing XLAs into Outsourcing Contracts. This episode is related to the XLA whitepaper published by HappySignals and Bright Horse.Find the whole whitepaper here:https://www.happysignals.com/how-to-incorporate-xlas-into-outsourcing-contractsHappySignals is the leading ITXM platform to help IT Leaders make better decisions, and bring cost avoidance and less frustration to end-users.
16 min - 104. IT Economics with Mark Smalley
Mark Smalley recently wrote an article on LinkedIn about IT Economics that got a lot of attention. Possibly quite surprisingly considering the topic, but as he states that "any self-respecting person in IT should have a certain feeling about the ballpark figure of how significant IT costs in the bigger picture are."
But even more important than costs is the value, how much does IT contribute to more sales, higher prices, lower costs and risks.
If you work in IT, you also work in the context of the wider business, The business spends X amount of money on everything that they do. How significant are IT costs in that whole? You're concerned about your budget, your IT budget and spending, but if you speak with the CFO or the CEO, looking at their bigger agenda, how important is it? How much is IT as a proportion of total business costs?
This episode provides understanding about the economics of IT, a topic that clearly is not discussed enough among IT professionals.
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To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management
To learn about our Built-in XLA Management features: https://www.happysignals.com/product/xla-management
Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas
20 min - 103. AI implications and considerations for ITSM, with Simone Jo Moore
In this episode, we're joined by Simone Jo Moore, an expert in enterprise IT Service management. Simone delves into the considerations surrounding AI in IT Service Management, emphasizing the importance of ethics and maintaining a human-centric approach. Tune in as she sheds light on the delicate balance of AI as a tool, not a crutch, in the ever-evolving landscape of IT services.
Ps. This description was written by AI, using it as a tool, not a crutch. :)
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To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management
To learn about our Built-in XLA Management features: https://www.happysignals.com/product/xla-management
Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas
41 min - 102. How to Incorporate XLAs into Outsourcing Agreements - SDI Webinar Recording
While experience level agreements (XLAs) continue to be a hot topic, IT service leaders need more practical guidance on how to include them in their outsourcing agreements.
Join Sami Kallio from HappySignals and Neil Keating from Bright Horse as they share expert advice and best practices on integrating Experience Level Agreements (XLAs) into contracts between IT suppliers and customers. Hear about real customer examples and gain practical advice and valuable learnings to transform your outsourcing strategy.
The webinar is hosted by John Noctor from SDI.You'll learn:- What a contracted XLA looks like- What are the contractual governance differences between XLAs and traditional metrics- What are the options for contracting XLAs alongside the recommended approach- How best to manage penalties/rewards---
To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management
To learn about our Built-in XLA Management features: https://www.happysignals.com/product/xla-management
Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas
1 hr 24 min - 101. "IT, stop jumping into solution mode!" with Katrina Macdermid
Our guest this week is Katrina Macdermid, the author of Humanising IT.
We speak about how many ways of working in IT are based on established practices without consideration for the humans as end-users of IT services, or the humans working in IT services.
These practices and assumptions lead to erroneous classification of problems and much too fast jumping into solution mode.
Katrina McDermid, the author of Humanizing IT, speaks with us about how human-centric design principles can help IT teams be better, feel better and provide services that end-user find valuable.
Key Takeaways
• IT is in many places broken.
• Listen more to end-users, but also to agents interacting with end-users for practical insights.
• Avoid jumping into solution mode, and try being creative first.
• The double-diamond model design thinking model is a great tool for IT as well, enabling creative problem solving without jumping into conclusions.
Links:
• Humanising IT: https://hitglobal.services
• Katrina Macdermid LinkedIn: https://www.linkedin.com/in/katrinamacdermid/
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To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management
To learn about our Built-in XLA Management features: https://www.happysignals.com/product/xla-management
Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas
32 min - 100. #XLAs #ITXM and Market Development of Experience Management in the past 4 years
This is the 100th of The IT Experience Podcast and we look into the 4 years of running the podcast, how the market has developed, and talk about the two main themes we have identified:
- Employee Experience's Development into IT Experience Management
- Experience Level Agreements (XLAs)
We'll also give an excellent summer playlist from the old episodes, ones that are still relevant, and remind us of how exciting the whole experience management topic is!
Our Summer Playlist for you:
1. Employee Experience in ITSM
https://podcasters.spotify.com/pod/show/itexperience/episodes/1--Employee-Experience-in-ITSM-e3rfcf
all the way until
7. CIO Interview: Virgin Trains, John Sullivan
https://podcasters.spotify.com/pod/show/itexperience/episodes/7--CIO-Interview-Virgin-Trains--John-Sullivan-e3uv0n
and
30. CIO Interview: How To Create End-User Centric Culture? Christopher Woods, CIO at Campari
https://podcasters.spotify.com/pod/show/itexperience/episodes/30--CIO-Interview-How-To-Create-End-User-Centric-Culture--Christopher-Woods--CIO-at-Campari-eamjpk/a-a1ec0j6
and
26. Impact of ServiceNow's Reassignment Count on Employees Productivity
https://podcasters.spotify.com/pod/show/itexperience/episodes/26--Impact-of-ServiceNows-Reassignment-Count-on-Employees-Productivity-e9vr50/a-a18u01r
and
84. Why is 80% of business productivity lost by 13% of your tickets?
https://podcasters.spotify.com/pod/show/itexperience/episodes/84--Why-is-80-of-business-productivity-lost-by-13-of-your-tickets-e1oqri0/a-a8ktra5
To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management
To learn about our Built-in XLA Management features: https://www.happysignals.com/product/xla-management
Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas
22 min - 99. Introducing XLAs with Unisys customers, with Weston Morris
Weston Morris is the Senior Director for Global Strategy for Digital Workplace Solutions at Unisys, and the podcast host of the Digital Workplace Deep Dive. The conversation dives into the quickly evolving world of Experience Level Agreements (XLA) are changing the way we look at IT services, focusing on actual business impact and employee productivity. Find out how Unisys research found out that the typical employee loses between 1-5 hours of productive work time per week and what that could mean in monetary terms in different business contexts.
Key Takeaways
- Experience management recognizes that the end-user expectations of experience changes over time.
- The new view and desired view of IT is an enabler of productive work, closely linked to the bigger company goals.
- The new conversation between IT and business uses experience management as a tool to understand the end-users in new ways.
- XLA 1.0 was mostly about measuring technical data, the DEX scores
- XLA 2.0 collects data from multiple sources, are persona based XLAs and linked to business goals.
Links
- Digital Workplace Deep Dive Podcast: https://www.unisys.com/dws-deep-dive/
- Weston Morris LinkedIn: https://www.linkedin.com/in/westonjmorris/
- From surviving to thriving in hybrid work report: https://www.unisys.com/siteassets/microsites/hfs/hfs-from-surviving-to-thriving-in-hybrid-work.pdf
To learn more about how HappySignals Built-in XLA Management works:
https://www.happysignals.com/product/xla-management
33 min - 98. What good is (ITXM) data if you don't make decisions based on it? with Dr. Selena Fisk
Our guest, Dr Selena Fisk, the author of "I'm not a numbers person", helps organizations make better sense of the data that they have access to. She believes that everyone today ought to be a numbers person, being able to understand data in order to make evidence-based decisions at work. In this episode, she shares her insights with us about what her research has shown to be important when organizations aspire to be more data-informed.
Key Takeaways
- The are very human-centric aspects to consider when thinking about how data in organizations can drive the desired impact.
- The challenge is that we have so many metrics, but organizations and teams often have not had the chance to zoom out to think about what actually matters.
- Until an organization collectively decides, on different levels, what data is most important, it will not be possible to lead change - this requires conversations to identify common ground.
- Organizations ought to consider which data is aligned to their purpose, to drive the right actions for impact.
- There are 6 levels of data literacy; Unconscious, conscious, casual, aware, active and reflective with the highest level being very responsive to new data coming in and adapting their decisions based on that data.
Links
- Dr. Selena Fisk website, with links to her book “I’m not a numbers person”: https://www.selenafisk.com
- Linkedin: https://www.linkedin.com/in/selenafisk/
---
HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA
Take the ITXM Foundation Course here - https://www.happysignals.com/itxm-foundation
Read more about HappySignals ITXM Framework here - https://www.happysignals.com/itxm-framework-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/
26 min
About The IT Experience Podcast
From the publisher's feed
Podcast for IT professionals who want to make experience count.
HappySignals is the Experience Intelligence platform that measures the human experience of IT and turns continuous employee feedback into the intelligence that helps you make better decisions and drive real business impact.
Read more at https://happysignals.com