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FROM SLA TO XLA
OCTOBER 14, 2018
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SLA…The ITIL Definition
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SLA…The Customer Interpretation
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Mind The Gap
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The Watermelon Effect
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The Issue With Traditional SLA
Metrics as an Output Not an Input
Metrics Focus on What Gets Done Rather Than What Gets Achieved
Metrics Might be Chosen Because They Are Easy to Measure, Not Because They Are Important
The Behavioral Aspects of Metrics
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Time to Add Customer Satisfaction to SLA?
Source: SDI, Customer Experience in ITSM Report 2018
Does Your SLA Include
Customer Satisfaction?
Do You Think That Your Service
Desk Will Begin Measuring
Customer Satisfaction in the
Near Future?
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Customer Satisfaction is Becoming Increasingly Relevant
Source: SDI, Service Desk Benchmarking Report 2017
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BUT IS THIS ENOUGH?
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The Emerging “X” Factor in ITSM
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Customer eXperience
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Customer Experience
Source: SDI, Service Desk Benchmarking Report 2017
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Customer Experience
Source: ITSM Tools, The 5 Hottest ITSM Trends and Topics for 2018
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Why We Are Seeing This Shift?
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Why We Are Seeing This Shift?
“For the First Time, There is No
Reason Why We Can’t Build the
Same Great Experiences at
Work that we Get at Home”
President and CEO Service Now, May 2018
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Customer Experience is becoming One of the Most Pressing Concerns for Service Desk, But Do We Really Understand How to Deliver it?
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To Deliver The Right “X”, Focus on the “O’s”
Outcomes
Overhead
Optimize
Openness
Organization
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The Rise of XLA
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Is SLA Dead?
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What Are XLA Metrics?
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In a Nut Shell
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In a Nut Shell
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PepsiCo Journey
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From Service Support to Customer Centricity
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From Service Support to Customer Centricity
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From Service Support to Customer Centricity
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THANK YOU