XLA is more than a document with a few agreements. Working with XLA asks for a new way of thinking and acting. For modern IT organizations it’s natural to think in terms of high tech, but what they need to develop additionally is the concept of high touch. How does the delivery of IT services touches the experience of end users? Traditional IT organizations think exclusively in technical terms and […]
A lot of IT-organizations are still technology centered. But without a well thought-out experience, IT has little impact, even when all systems are up and running. Managing experiences asks for a new type of agreement in the relationship business – IT and outsourcer – service provider. Giarte introduces the XLA: the eXperience Level Agreement.