HOW

TO

WOWMarco Gianotten

What’s reality?

To the business the acronym SLA often stands for

Secrets, Lies and Assumptions

SLAs have nothing to do with the quality experienced

by the user or performance in real business-life

Up to 100Mbps?

Latency smaller than 150ms?

95% Major Incidents resolved in < 4 hours?

90% Minor Changes < 5 workdays?

…I want an output-based

ecosystem, managing

performance end-to-end…

Can you be more

specific??Huh?

Above the wing

Below the wing

Flight delays due to IT

Xperience Level Agreements

XLA is mindset, toolset and sense-set

WHY

HOW

WHAT

Philosophy

Movement

Methodology

© GIARTE

METHOD CARDS

© GIARTE

‘BENTO BOXING’ THE XLA CARDS

Love Turnaround Vision Metrics

Steve Jobs Behavior User Awesome Service

• Personas

• Empathy Canvas

• Emotional Design

• Pizzled Moments

• Paradoxical Intervention

• Piece of Mind

• Hate List

• Not-To-Do List

• Purpose

• Stakeholder Map

• Fail Case

• Key Journeys

• KPI Stress-Test

• Collaborative KPIs

• Zero Repeat

• Water Melons

• Root Cause of

Dissatisfaction

• Comply and Lie

• Intrinsic Motivation

• Positive Reinforcement

• Workplace Happiness

• Paradox Game

• Daily Journey

• Learning Curves

• B2E = B2C

• Peak-End

• Experience Ambassadors

• Service Excellence

• Heatmap

• Landing Zones

• Launch Day

• Cool Wall

• Now WOW