From SLA to XLA Management: User Experience KPIs for Application Performance
Focus on user experience to sustain better business outcomes and a more engaged workforce.
Ekara XLA: Transform Your SLA Management with Our Consultants
Your Service Level Agreements (SLAs) are based on technical indicators—they prove your systems are working, but are your users satisfied?
With assistance from our Ekara Consulting team, you can take a vital step forward by transforming your SLAs into Experience Level Agreements (XLAs). Our experts will help you define key indicators, align your KPIs with business objectives, and manage your IT systems based on the satisfaction of your employees and customers.
Your Current Issues and Needs: Limitations of Your KPIs
- Do your SLAs fail to reflect the user perspective (customers/coworkers/partners)?
- Do user complaints persist even when your IT indicators are green?
- Do you lack clear, simple metrics to communicate with business teams?
- Do you need consistent indicators across all your applications, including legacy, SaaS, and cloud systems?
- Vos outils ne différencient pas les personas (VIP, Gold, collaborateurs internationaux) ?
- Are your current metrics focused on technology rather than business value?
If you answered yes to any of these, the Ekara XLA approach is for you.
What Does the Ekara XLA Consulting Offer Include?
By making the move from SLAs to XLAs, you align your information systems with real business values: user satisfaction, productivity, and loyalty.
Our Ekara XLA consulting offer provides:
- Assistance with defining clear XLAs and KPIs
- Alignment of end-user experience measurement with your business goals
- A stronger brand image
- Reduced impact of IT incidents on enterprise revenue and productivity
- Easier communication between business and IT teams
- A shift from technical KPIs (CPU, RAM, etc.) toward user satisfaction and experience.
- Clarity in your contractual relationships (SLAs / XLAs)
- The expertise of a reputable third-party partner
Example: A Digital Service Provider / IT Service Provider
A company’s IT provider was meeting its SLA targets. Nevertheless, the company’s internal users still experienced slowdowns and other issues with their SaaS applications.
Ekara consultants delivered:
- Proactive 24/7 monitoring of applications designated by the IT service provider
- AI-powered detection of micro-problems in critical user journeys
- Concrete recommendations to improve the digital experience
Results upon completion of the Ekara XLA consulting offer:
- A significant reduction in user complaints
- Increased collaboration between the company’s IT and business units
- Better understanding between the digital service provider and the client company
- SLA/XLA alignment for a comprehensive view of application performance
Why Choose the Ekara XLA Consulting Offer?
Define and Implement
We help you define and implement your KPIs and XLAs.
Communicate Clearly
Achieve greater efficiency with clearer communication between business units and IT.
Focus on What Matters
Get business-oriented indicators that prioritize user satisfaction.