We are working towards implementing XLAs within our Internal IT organisation to help us measure and improve IT End User Experience. Can anyone that has experience with a similar initiative to benchmark what we are considering share your experience below?

Process Management KPIs, Metrics & Reporting

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Executive3 months ago

Usually, it depends on the type of service and the structure your enterprise has. In my experience, sometimes we just check on comments, polls or take information from users but can be helpful impulse some coworkers to use the apps, platforms or systems as users, then you can be empathic with those metrics, and reduce cases of XLA's that are just taking time.

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Vice President, Infrastructure Architect in Finance (non-banking)3 months ago

I don't have any experience but would love to hear others ideas. Endpoint performance improvement is a major focus for us right now.

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