Improving IT service outsourcing experience: The magic of bringing XLAs™ & SLAs together

Business Situation

A regional utility company with 10,000 employees was ending a first time, multi-year IT infrastructure outsourcing contract with a well-known, sizeable India-based outsourcer. At the termination of the contract, the client was extremely unhappy with:

the lack of service quality,
the lack of promised innovation and cost reductions,
the poor employee experience with the technical services delivery quality,
the unacceptable governance experience with the management of disputes and issues,
the ineffectiveness of financial penalties as a lever to obtain service performance improvements.

CitrusCollab consultants assisted in the outsourcing contract rebid process. We created several Employee Experience Level Agreements (XLA*) to augment the Service Level Agreement (SLA) for the new IT Infrastructure outsourcing contract.

This case study describes what we did, how we did it, and the results obtained.

To learn more about Employee Experience and eXperience Level Agreements; consider the following ITSM Academy certification courses:

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