Growing numbers of companies are coming to recognize the benefits of managing customer experience:
higher revenues, lower costs, and stronger employee and customer loyalty. Also within the field of
Service Management the focus is shifting from SLA’s towards more end-user experience oriented
objectives. Our IT organisations are confronted with the question of how relevant their current SLA
metrics are in driving improved customer satisfaction and service experience. Key to this topic are
Experience Level Agreements, standing for Experience Level Agreements. Although the word may sound
familiar to you, the concept of Experience Level Agreement also raises a lot of questions: What’s an
Experience Level Agreement? What is the difference with an SLA? How do you build an Experience Level
Agreement and how do you measure them?
In this practice-oriented webinar 2Grips shares his knowledge and experience with you. After a clear
definition of the Experience Level Agreement concept, we take a deep dive into a possible step-by-step
plan for building these Agreements. By using practical examples we will guide you on your way to
working with Experience Level Agreements.
Speaker: Danny Van Vosselen
Service Management. He started his career 30 years ago in various roles before becoming self-employed
in his specialisation of IT service management in 2006. After a few years and name changes, 2Grips was
born.
As a consultant, Danny has assisted both large and small private companies, public authorities and
educational institutions like the Province of East-Flanders and the University of Hasselt. Characteristic of
his approach is his strong focus on the human factor and his attention to attitudes, behaviour and
culture. Don’t hesitate to contact him for a good chat about his passion for service management.