User Services Excellence

Improve your ITSM processes with our User Services Excellence expertise

User Services Excellence: a new standard for IT departments

The User Services Excellence approach places the value and digital experience of employees at the heart of the mission of IT departments. Whereas traditional ITSM focuses on availability and compliance with SLAs, User Services Excellence incorporates user perception through XLA (Experience Level Agreement) indicators. This paradigm shift transforms IT into a true strategic partner for business units.

Employee digital experience and IT performance

The quality of the digital experience of employees is directly correlated to their productivity and engagement. By combining satisfaction measurement, real-time monitoring, and corrective automation, the IT department can offer a seamless, uninterrupted experience. This approach not only promotes operational efficiency but also enhances the company’s attractiveness.

ITSM, ITIL, and XLA: a necessary evolution

The User Services Excellence approach does not replace ITIL and ITSM best practices, but complements them. The addition of XLAs makes it possible to go beyond simple contractual service logic to integrate the value perceived by users. This evolution is essential to meet the growing expectations of businesses and achieve successful digital transformations.

Benefits for the company

Adopting a User Services Excellence approach guarantees:

increased employee satisfaction thanks to services aligned with actual usage
a reduction in incidents through automation and continuous improvement
optimized IT costs through more effective governance
better strategic alignment between IT and business units
and enhanced recognition of the IT department as a key contributor to business performance

Why use User Services Excellence today?

Organizations that adopt this approach improve their resilience and capacity for innovation. In a context where digitalization and AI are profoundly transforming practices, not integrating User Services Excellence represents a risk: that of seeing IT perceived as a hindrance rather than an accelerator.

Presentation
In a few figures
Our strengths
Contact us
Back

Maximize the value of your IT services

Our User Services Excellence approach aims to align IT services with business needs while improving the digital experience for employees. In a context where digitalization, mobility, and AI are transforming practices, CIOs must shift from a support role to a strategic and proactive one. Everience provides a concrete response to this challenge by integrating operational performance, user satisfaction, and business value.

Our 5 key strengths:

Strategic alignment: connecting IT and business units to guarantee high-value services
Employee digital experience: placing user satisfaction and emotion at the heart of performance
Proactivity: anticipating incidents and changes to ensure continuity and efficiency
IT department recognition: demonstrating the concrete impact of IT services on business results
Continuous improvement: establishing a virtuous circle of optimization and innovation

Our key figures

48% Of digital projects achieve their objectives

70% Of companies plan to adopt XLA by 2026 (Gartner)

3 Steps : diagnosis, design, deployment

IT service catalog

We design and structure your service catalog to improve clarity and perceived value for your employees. This approach boosts employee satisfaction and positions IT as a true business partner.

Continuous ITSM improvement

We implement functional, technical, and financial optimization plans. Our goal: to increase the efficiency of your processes, reduce costs, and enhance service quality.

Build to Support

We ensure the adoption of your new digital services by integrating RUN mechanisms from the design phase onwards. This approach guarantees the sustainability and performance of your IT projects.

Employee Digital Experience (XLA Management)

We help you measure perceived satisfaction and the actual experience of employees, beyond simple SLAs. Thanks to tailored indicators, you can manage your services based on the reality experienced by users.

Corrective automation

We integrate intelligent solutions capable of triggering corrective actions without human intervention, reducing incidents and improving service continuity.

IT management and governance

We support you in implementing clear indicators (KPIs, OKRs, XLAs) and value-oriented governance to demonstrate the strategic contribution of IT to the business.

Contact our expert!

Alexander GASSMANN

CEO