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.
IT organizations are facing a major change in scenery: experience first, process second. The use of IT and the rapid advancement of technology makes that the user expectations rise by the minute. It is adamant that you need to work on the quality of IT to survive under these conditions, but it is no longer enough. To make a difference as an IT organization it’s important to truly understand the world of the end users. The experience of consumers, business end users and business stakeholders are the new focus of attention.
Nowadays, service providers are still being managed on the task level and even the tiniest details are specified by the client. What we need is a situation in which each provider takes its own responsibility and delivers the right quality. Then client and provider(s) can work together to create an optimal experience for all users, based on a good relationship with each other and with the business. Giarte introduces a new set of governance agreements to guide these new forms of cooperation: the eXperience Level Agreement or in short XLA.