[Ep.6] The Proactive IT Play: Swapping SLA Outputs for XLA Outcomes

Presented by

Chuck Piotrowski - PIOT | Christian Soria - RL Canning | Maurice van den Driessche - Nexthink | Neil Keating - Bright Horse

About this talk

Industry understands the value of an efficient IT system now more than ever and companies are putting their money where their mouth is: Statista reports that global IT spending will hit $4.21 trillion in 2021. Yet despite this financial investment, results don’t always materialize. In fact, McKinsey estimates that 70% of all Digital Transformation projects fail. To generate real value, companies need to be focused on meaningful outcomes, not just metric outputs. A key challenge is that many companies are restricted within their established IT goals, only able to assess current performance and not look toward improvement. Traditional service level agreements (SLAs) target pre-determined goals and existing processes, which forces IT teams to be reactive when employees raise issues. As workplaces embrace hybrid models long-term, creating superior digital employee experiences and practicing proactive IT strategies will become even more critical to company success. This is where experience level agreements (XLAs) have the opportunity to make a real impact. In episode six of Nexthink’s Digital Employee Experience: The New Way of Working series, Nexthink and experts will be discussing how. Join us to hear: -What an XLA model looks like -How businesses can use an XLA model to disrupt stagnant workflows and identify growth opportunities, without derailing current operations -The value of shifting your IT strategy from reactive to proactive when it comes to employee experience -How an XLA approach supports continuous service improvement -The business impact of focusing on outcome, not output, for IT management, service owners, IT employees and end users -Using SLAs and XLAs in combination to cover all bases, eliminating the need for “rip and replace” tactics

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Nexthink is the global leader in digital employee experience management. The company’s products allow enterprises to create highly productive digital workplaces for their employees by delivering optimal end-user experiences. Through a unique combination of real-time analytics, automation and employee feedback across all endpoints, Nexthink helps IT teams meet the needs of the modern digital workplace.