Ekara XLAs
"Today fewer than 2% of KPIs focus on experience We need to change this by developing our understanding, monitoring, and management of experience indicators" - Source: XLA Collab
Pilot enterprise performance
Business case
The benefits
For more information
Pilot enterprise performance
Pilot enterprise performance with user quality of experience (SLAs => XLAs)
- Your SLAs measure information systems without reflecting the viewpoint of your users (customers/coworkers/partners)
- Users complain even though your IT monitoring indicators are all green
- You need clear, straightforward metrics to communicate with business functions about IT
- You want indicators for comparison across the range of your applications (legacy, SaaS, cloud, etc.)
- Your quality indicators are still not segmented by persona (VIP, ‘gold’ customer) and their locations around the world
- You lack business-oriented metrics
Make the move from SLA to XLA and measure the performance that your information systems deliver to your users with Ekara XLAs.
Business case
Industrial sector
The context:
The technical division of a large industrial group is responsible for a wide range of applications at a sizable number of sites (legacy applications and SaaS cloud apps). Users frequently experience slowness, and the issue is taken up by the Management.
The situation:
The teams have little visibility into how the applications are doing. There is friction among the internal parties involved (particularly between network & application teams).
Our assistance:
- Deployment of a measurement solution on the internet at the industrial group’s different sites.
- Creation of scenarios from typical user journeys on the applications.
- Setup of a service monitoring cockpit.
- Analysis and recommendations to the customer’s teams: some sites were undersized in terms of bandwidth (network issues) and patches were applied to two applications.
- Presentation to the group’s management committee and validation of an action plan.
The benefits:
- Deep visibility and insights into the user experience.
- Better cross-functional communication.
- Implementation of a quality improvement plan.
The benefits
The benefits of Ekara XLAs
- Align end-user experience measurement with business targets
- Boost brand image
- Attenuate the impact of IT incidents on enterprise revenue and productivity
- Facilitate communication between business functions & IT
- Reorient IT from technical KPIs (CPU, RAM, etc.) toward user satisfaction/user experience
- Steer contractual relationships (SLAs / XLAs1)
- Rely on the expertise of a reputable third-party
