EasyVista, a global leader in intelligent and automated ITSM solutions, Enterprise Service Management (ESM), and Self Help, announced the launch of its XLA (Experience Level Agreement) module that will extend I&O teams capabilities to measure performance in outcome and value terms in addition to SLAs that usually focus on operations and outputs.
This new feature included in the 2023.1 will support IT professionals by providing NPS like satisfactions survey across all IT Services from applications to equipment available to any employees, anytime, anywhere from the Self-Service Portal.
CIO INFLUENCE: Datometry Releases Driver Integration for BigQuery, Further Future-Proofing Its Customers’ Investments
The eXperience Level Agreement (XLA) feature includes:
- NPS type satisfaction survey. With the 2023.1 release, users can score and share their satisfaction level about any IT Services (from the application to the devices, including IT news, knowledge base articles, support contact and so on…) by simply clicking on a button in the Self -Service Portal. These scores are then summed up by IT Services and use to identify any gaps between output measurement (SLAs) and the perceived quality of IT Services and support.
- A set of EV Service Manager reports. These new reports are tailored to each organization’s needs to provide a thorough overview of service status and user experience.
- A Power BI dashboard. The 2023.1 release includes Power BI dashboard to make it easier for I&O leaders to analyse data and trends. Filters help getting the right insights to make decision and adapt the reality of IT Services performance to the perceived value by employees.
EasyVista is a leading IT software provider of end-to-end IT solutions including service management, remote support, IT monitoring, and self-healing technologies. EasyVista makes it easy for companies to embrace a customer-focused, proactive, and predictive approach to their IT service, support, and IT operations. Today, EasyVista helps over 3,000+ companies around the world to accelerate digital transformation, empower leaders to improve employee productivity, reduce operating costs, and increase employee and customer satisfaction across financial services, healthcare, education, manufacturing, and other industries.
CIO INFLUENCE: Ericsson presents a Green Financing Framework
[To share your insights with us, please write to sghosh@martechseries.com]
