SLAs are fine for measuring how you’ve well responded to users’ specific issues. What they won’t tell you about is people’s overall satisfaction with, and experience of the IT they’re using. This can create what we call the Performance Paradox: your SLAs are all good, but users and staff are still frustrated and unhappy, affecting their productivity and wellbeing.
We’ve developed our support processes specifically to improve the user experience, using telemetry that measures your users’ digital experience unobtrusively, in real time. This gives you empirical data about how people really feel about IT services, and what we need to do to change and improve things for them.
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