36. #XLA - Experience and Outcome Metrics with Barclay Rae

Independent ITSM Consultant, Barclay Rae, joins our hosts Sami and Pasi to discuss his latest article 'Watertight not Watermelon SLAs' as well as how he sees the industry changing. Barclay also discusses with the guys the motion of how an agreement for experience may be difficult to adhere to, however, IT departments need to be measuring value, experience, and outcomes instead of traditional SLA metrics. ----------------------------------------------- Topics Covered in this episode: 'Watertight not Watermelon SLAs'. https://www.barclayrae.com/watertight-not-watermelon-slas/ How Experience Level Agreements could be difficult to measure if they remain agreements A focus on Experience and Outcomes Plus, Read our The Practical Guide to XLAs. ------------------------------------------------- Barclay Rae Barclay Rae has been consulting and working in the ITSM industry for 30+ years. He has carried out a number of industry roles with various organisations such as SDI, itSMF UK, ITIL with Axelos, as well as being a co-author of recent ITIL publications. Follow Barclay on Social Media: LinkedIn: https://www.linkedin.com/in/barclayrae/ Twitter: @barclayrae ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd