Thinking Differently – SLA to XLA?

Moving from reactive to proactive IT Services?

Many IT teams are working ‘flat out’ just to keep the infrastructure running, and even with a state of the art ITSM implementation – still can’t get beyond the basic processes of Incident, Request, Problem and Change Management. Even in those areas, practitioners face real challenges and a lack of ownership, discipline, understanding or ‘care’ means IT service can still seem pretty poor in the eyes of the customers.

If the majority of time is spent re-actively responding to issues with the infrastructure – how refreshing would it be to proactively reduce incidents and identify trends and problems – BEFORE the customer has decided they are unhappy enough with it to call the Service Desk.

Research has shown that many unsatisfactory breaks in productivity are not even reported for resolution – if the impression of IT or the Service Desk is that they are incompetent and unresponsive – the chances are the users will perform their own reboot and fix the issue themselves – whilst IT are none the wiser of issue.  If all of these ‘minor’ incidents were extrapolated across the employees within the organisation – what would that look like in lost time and money?

What if you could find a solution that would allow you to see the following:

– Clarity on wasted salaries paid to employees unable to work?
– Potential issues or success levels for a recent migration project?
– The lifespan and performance of certain types of hardware and allow for memory upgrades rather than expensive hardware refresh across the entire organisation – because it has been depreciated on the books?
– How many employees had disabled their anti-virus or malware software creating a breach of policy and security risk for the organisation?

What if you could see things differently? What if there was a way of collecting information from every connected end point on the network that sent real time performance information to an engine that feeds a dashboard showing the real health of the IT estate? What if you had a tool that could overlay all the process functionality in your chosen ITSM tool – and collate real time, leading indicators and analytics about the performance of IT and the customers ‘real’ experience?

Surely this would be a step forward for service maturity giving better indicators than monthly management reports, lagging by at least one month which focus on the performance of the Service Desk against KPI’s than the actual productivity experience within the business. Is this the start of the next big thing? A time where experience level agreements are given priority over service level agreements…

If you think this is something to consider and resonates – perhaps you should join us for our next FREE event – register here, places are limited!



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