ITSM and IT service quality
From SLA to the value your users actually receive.
SLAs measure time. They do not tell you whether the business got what it needed. EVC adds a one-click recipient rating on top of your service desk, so you manage experience and value, not only deadlines. The market calls this direction XLA: experience level agreements.
The problem
What we usually see
Tickets closed, problems still there.
No link between IT work and business goals.
How it looks in EVC
Three scenarios
Incident resolved
The person who raised it rates the result in one click. Repeat incidents and rework are recorded as anti-value.
Request fulfilled
Value and cost per request type. You see which services give the most value per hour of IT effort.
Change deployed
Rated twice: right after release and later, when the real impact is visible.
How it is measured
Numbers that describe value, not activity.
Inside EVC this is one value flow from IT to its internal customers, with sub-flows per service type and their own value element types.
- Share of handoffs rated by the recipient
- Realized value against planned value per service
- Anti-value: rework, waiting, repeat incidents
- Response time from request to handoff to rating
- Net value: recipient value minus IT cost
Next step
Start with one flow.
A pilot takes one department and two recipient departments over two periods. You will see the first seams within weeks.
Request a demo
See EVC on your own structure.
Tell us about your organisation. We will show EVC on an example close to yours and suggest a pilot: one department, two recipient departments, two periods.
- A 45-minute call with a walkthrough on a generic example.
- Cloud (EU) or on-premise, your choice.
- Pricing on request, sized to your structure.
Thank you. We have your request.
We will reply to the email you gave within two working days.