The research report by Gartner®, “Establishing XLAs When Engaging with IT Service Providers”, outlines steps that help sourcing, procurement and vendor management leaders effectively engage with providers on Experience-level agreements (XLAs).
Wipro has been acknowledged with mention owing to its implementation of XLAs for a high-tech client.
Wipro’s XLA Framework
Wipro’s employee-centric approach ensures full-stack observability of the digital workplace landscape and offers XLAs tightly mapped to customer’s business priorities and underpinned by experience level indicators and experience signals.
To ensure that the broadest selection of experience signals are captured, Wipro starts by analysing employee journeys and lifecycles to uncover each important engagement point. The XLA framework is driven by vital influencers such as employee experience, productivity, speed and quality of service to name a few. AI is leveraged to augment and automate the model, and interactive dashboards enable customers with unified visualization.
Wipro’s robust XLA model delivers on customers’ needs with metrics that tangibly measure success, business outcomes and value delivery, and assures that customers are at the top of the digital workplace service value chain.
As organizations navigate the evolving future of work, this report provides essential guidance on operationalising XLAs and equips customers with a perennial blueprint for outcome-driven digital services.
Gartner®, Establishing XLAs When Engaging With IT Service Providers, 8 August 2023
