Since their last session, "Chasing Zero", Michael Thomas and Paul Gargiulo have continued to deepen their expertise in IT service management, with a NEW focus on enhancing customer satisfaction and the overall user experience (XLA). In this session, they will reflect on WCU's successful journey from chaotic, fragmented help desks to a unified, user-centric service desk. Leveraging their experience in implementing service management solutions and improving self-service, they will explore how their shift from traditional SLA metrics to an Experience Level Agreement (XLA) framework has driven more meaningful improvements in customer satisfaction and engagement.

This session will equip participants with actionable strategies to enhance customer satisfaction and streamline the user experience within their organizations. The presenters will discuss the use of the IT Service Assurance Maturity Model for self-assessment and goal-setting, highlighting the limitations of relying solely on SLAs and operational metrics to measure performance. Additionally, they will explore ongoing efforts to simplify the user experience and foster greater engagement with end users, offering valuable insights for organizations looking to achieve similar improvements.

Takeaway

Why knowing where your organization is on the Service Assurance Maturity Model is important
How to identify if your SLA is giving you accurate readings on performance
Strategies to improve your UX and things to consider when soliciting feedback from end users