Alan Nance, FISM, Managing Partner CitrusCollab LLLP ... thought leader, innovator, creative disruptor Service Management exists to guarantee a valuable experience to customers and colleagues. Despite years of implementing best practices, the reputation of most technology departments is below par in the eyes of business leaders. 90% of CEOs feel they aren’t meeting their customer needs. 85% of CEOs don’t think technology is performing critical functions. One of the core reasons is that technology teams are often trapped into measuring output rather than outcome, and KPIs on activities rather than XPIs that guarantee experience. Luckily, ITIL 4 now connects to the world of design thinking and experience management with its focus on co-creation and outcomes. But how can we include eXperience Level Agreements (XLA) effectively and quickly? In this presentation Alan will explain all-things XLA.

1. Welcome to CitrusCollab
Growers of
Knowledge that accelerates Business Transformation

2. The Anatomy of XLA: eXperience Level Agreements

3. Source: Instagram / Todayshow
Vatican 2005

4. Source: Instagram / Todayshow
Vatican 2013

5. In a world that has changed so much, shouldn’t
you change the way you interact with that world?
The End User as a Concept is Dead
The Business Consumer is King

6. The New Challenge
Create digital solutions that excite beyond the usual
measures of business viability and technical feasibility.
Consumers need not know how a solution was created;
instead, they want an emotional need met.
Build an emotional journey for IT with logic sprinkled in;
not a logical journey aggressively managed with technical
Key Performance Indicators (KPIs.)

7. THE XLA:
Fighting the watermelon by putting people first

8. Satisfaction
Doing what you’re supposed to
do
Experience
Doing what really matters

9. To the business SLA often stands for
Secrets, Lies and Assumptions

10. Out(r)age

11. Less than 2% of the KPIs we use in IT are
based on experience, empathy, and emotions.

12. Not cool…

13. Mark Your Calendar
It’s A New Day
Welcome to
The Modern XLA

14. XLA
• A dialogue between stakeholders.
• Shared context combines what others know well
with what we know differently.
• Shared context, Amplifies respect.
• XLA has respect at its core.
• SLA is a contract, but an XLA is a commitment.

15. “When you change
the way you look at
things, the things
you look at change.”
Nobel Prize Winner for Physics
Max Planck

16. Output
Technical uptime
Function points
Story points
Code production
Team efficiency
Outcome
Business availability
Customer delight
Employee engagement
Commercial impact
Time to market
Output vs. Outcome

17. Exhibit One:
Digital Workplace
CitrusCollab together with
designing the Digital Experience Score (DXS) for
business consumers of digital workplace

18. The Illusion
of Service
Performance Metric Metric Weighting Performance Range
Worst Case
Best
Case
Actual
Performa
nce
Balanced
Score Card
% of Incidents resolved within 24
hours 5% 19% 71% 58% 3.8
Mean Time to complete Service
request 5% 18.4 1.8 5.8 3.8
First Contact Resolution Rate 15% 38% 84% 61% 7.5
Technician Satisfaction 5% 59% 93% 84% 3.7
Technician Utilization 15% 36% 84% 59% 7.2
Cost per Incident 15% $ 312,00 19% $ 48,00 13.5
Cost per Service Request 15% $ 5,56
$
0,41 $ 113,00 12.9
Customer Satisfaction 25% 67% 80% 83% 14.8
100% 67.1%

19. Application Usage Application
Happiness
Landing Zones
Hassle-free SupportRoot Remedies
Employee EngagementWorkplace
Performance
Technology Rollouts

20. Source: Forrester

21. An Experience Journey
Continue the standardization of the
workplace, in terms of device,
applications and O/S (upgrade to
Win 10)
7.05
Standardize the SW deployment
mechanism in LATAM
Increase the amount of system
free space by removing
unnecessary files
Optimize memory usage by
identifying the applications
consuming most of resources
Improve RiskMe’s response time
Reduce the intrantet web
request duration
Improve Outlook’s performance
Improve Teams
performance
8.00

22. Source: Forrester

23. The DXS rates the employee digital experience, defined as the ability of an employee to
get things done by interacting with the IT environment in a safe and enjoyable manner.
It is composed by a set of sub scores, each measuring the performance of an area that
impacts the digital experience
Employee
Satisfaction score
Device
score
Business
apps score
Productivity & collaboration
score
Web browsing
score
Security
score
Digital
Experience
Score

24. Digital
Experience
Score
80% devices have a Digital Experience Score between 6 and 8
The most painful area is the Device
The worse performing region is LATAM, that suffers from the absence of a standardized workplace and a
standard SW deployment mechanism

25. XLA starts with a framework to encompass long-term
economic value and sustainable growth
In the ever changing world of today it is important to
have a clear fundament to reflect back upon when
times are challenging. The XLA framework provides
this fundament by detailing three key elements of
each partnership:
1. Seven Pledges: no more, it might be less. These
are certainties that IT is pledging towards the
business consumers
2. XLA XPI’s: emotional indicators that focus on
what really matter for the user.
3. Code of conduct: XLA is a mindset, it should be
embedded in the way of working, how people
behave and, be part of the culture.
F R A M E W O R K
XPI
No Hassle
How much effort did it take me personally to get…
 the incident resolved?
 the service requested?
 the information needed?
 the change I wanted?

26. Join us on this journey
CitrusCollab - The Home of XLA

27. Design and
Implementation
Of XLA For
Digital Workplace Service
(out)Sourcing innovation
DevOps Modernization
Post Merger Integration
Onboarding
Awareness
programs
The Essence of
Experience
Education/Workshops
The XLA Ambassador
Envision Experience

28. The Grower’s Creed
I believe that …..
• creating a great experience for customers and team members is my primary goal.
• by applying clear thinking, straight talking, and high energy I can contribute to the best
possible outcomes.
• agility can produce valuable outcomes in 30, 60, 90-day increments.
• work that does not lead to good outcomes is waste.
• unmet needs are a constant, so my goal is to discover them and meet them in new ways.
• my experience and competence become super powers when I am part of an ecosystem.
• magic happens when what I know well is married to what others know differently.
• when I have a conflict with another, it is an opportunity to listen, learn and grow.
• however good I am, working with other people makes me better.

29. Thank You
Alan.nance@citruscollab.com