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Growers of Knowledge that accelerates Business Transformation

The Anatomy of XLA: eXperience Level Agreements

Source: Instagram / Todayshow

Vatican 2005

Source: Instagram / Todayshow

Vatican 2013

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

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.)

THE XLA:Fighting the watermelon by putting people first

Satisfaction

Doing what you’re supposed to do

Experience

Doing what really matters

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

Out(r)age

Less than 2% of the KPIs we use in IT are

based on experience, empathy, and emotions.

Not cool…

Mark Your Calendar

It’s A New Day

Welcome to

The Modern XLA

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.

“When you change the way you look at things, the things you look at change.”

Nobel Prize Winner for PhysicsMax Planck

OutputTechnical uptimeFunction points

Story pointsCode productionTeam efficiency

OutcomeBusiness availability

Customer delightEmployee engagement

Commercial impactTime to market

Output vs. Outcome

Exhibit One:Digital Workplace

CitrusCollab together with

designing the Digital Experience Score (DXS) for business consumers of digital workplace

The Illusion of Service

Performance Metric Metric Weighting Performance Range

Worst CaseBest

Case

Actual Performa

nceBalanced

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%

Application Usage Application Happiness

Landing Zones

Hassle-free SupportRoot Remedies

Employee EngagementWorkplace Performance

Technology Rollouts

Source: Forrester

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 Teamsperformance

8.00

Source: Forrester

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

Digital Experience

Score

80% devices have a Digital Experience Score between 6 and 8The 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

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 consumers2. 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 HassleHow much effort did it take me personally to get…

the incident resolved?

the service requested?

the information needed?

the change I wanted?

Join us on this journeyCitrusCollab - The Home of XLA

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

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.

Thank You

Alan.nance@citruscollab.com