107. XLA 1.0 Contract Example #xla

The IT Experience Podcast

Register for the ITXM Summit 2024 on January 31st: https://www.happysignals.com/itxm-summit In This Episode we talk on XLA 1.0 Contract example and recommendations, it's your first step to XLAs with your outsourcing partners. This episode is related to the XLA whitepaper published by HappySignals and Bright Horse.

Summary

In this episode of the IT Experience podcast, the hosts discuss the XLA contract and provide recommendations for implementing it. They explain the concept of XLA, which stands for experience data, operational data, and technical data. They recommend starting with XLA 1.0, which focuses on experience data, before moving on to XLA 2.0, which includes tech and operational data. The hosts emphasize the importance of changing the way of working and prioritizing improvement areas. They also discuss the drawbacks of using penalties and rewards based on SLAs and provide a template for an XLA 1.0 contract. The episode concludes with a promotion for the IT Experience Management Summit.

Takeaways

• Start with XLA 1.0 and focus on experience data before moving on to XLA 2.0.
• Change the way of working and prioritize improvement areas.
• Avoid using penalties and rewards based on SLAs.
• Calculate XLA score over a minimum of two months.

Chapters

00:00 Introduction to IT Experience podcast

00:27 Continuing the series on XLA contract

00:50 Understanding XLA and its versions

03:08 Recommendations for XLA 1.0

04:13 Agreeing on the way of working

05:17 Setting priorities for improvement

06:25 Aligning with strategic initiatives

06:53 Avoiding penalties and rewards based on SLAs

08:31 Focusing on continuous improvement

09:47 Calculating XLA score over a minimum of two months11:10Example XLA 1.0 contract template12:29Promoting IT Experience Management Summit13:33Conclusion and call to action Find the whole whitepaper here: https://www.happysignals.com/how-to-incorporate-xlas-into-outsourcing-contracts