Webinar: The Berenschot story about modern IT services, XLA and the power of a trusted advisor
About the speakers
About the webinar
IT organizations are under increasing pressure. Cloud, hybrid infrastructures, DevOps teams, data & AI accelerate innovation but make control more complex than ever. At the same time, business expectations are rising: faster delivery, more flexibility and full transparency. All within strict limits of costs, security and compliance.
For Berenschot, this was the reality. With an upcoming ISO audit, growing cloud usage and changing IT roles, the classic SLA model came under increasing pressure. Focusing solely on uptime and incidents simply proved no longer enough.
That is why Berenschot consciously chose:
- Modern Service Management based on XLA
- And the use of a Trusted Advisor
In this round table webinar, Berenschot sits down with us as a customer. and shares her story: why this choice was made, what it brought her and what they learned along the way.
Along with Bizure (Modern Service Management) and TeamValue (Trusted Advisory), we'll take you into this new standard for IT services.
Agenda
- Berenschot: The context of change
- From SLA to XLA Management & Modern Service Management
- The Trusted Advisor's role: approach, results and follow-up
- Q&A
What to expect
- Why SLAs fall short in modern IT environments
- What an XLA model means in practice (experience, business impact, ownership)
- What Modern Service Management looks like outside of theory
- What a Trusted Advisor does and when it does or doesn't work
- How Berenschot: got a grip on costs and governance, ownership in DevOps teams, created enhanced transparency towards management & business, and maintained control during continuous change
- Which lessons you can apply directly to your organization
What Berenschot shares during this webinar
Berenschot answers these questions, among others:
- Why did they partner with Bizure and TeamValue?
- Why does XLA fit better than a classic SLA?
- What convinced Berenschot to work with a Trusted Advisor?
- How much effort does that require in practice (hours, roles, responsibilities)?
- What does the interaction with daily surgery look like?
- What would have been the impact if Berenschot had not had a Trusted Advisor?
- How do we jointly set up processes, stakeholder management and planning?
Q&A session
At the end of the webinar, there is room for a live Q&A session, where you can ask your questions directly to our speakers and guests.
Sign up
Do you want to discover how, as an IT organization, you can stay in control in a continuously changing environment? Then sign up for this exclusive round table webinar with Berenschot, Bizure & TeamValue. There is no cost to participate.
Frequently asked questions
- SLA (Service Level Agreement):
Focuses on technical performance such as uptime, response times, and availability. It measures whether systems work according to agreed standards, but says little about how the service is experienced. - XLA (eXperience Level Agreement):
Emphasizes user experience. It measures how customers experience collaboration and support: communication, speed of problem solving and a sense of relief.
In short: SLA = what works technically, XLA = how does it feel for the user. At Bizure, XLA complements SLA so that IT not only works, but also adds value and creates trust.
An XLA (eXperience Level Agreement) is a modern addition to traditional SLAs. Where an SLA focuses on technical performance such as uptime and response times, an XLA focuses on the user experience. It measures how the service is experienced:
- Is communication clear and timely?
- Are problems resolved quickly and properly?
- Does the customer feel unburdened?
At Bizure, XLA is the core of Modern Service Management. It ensures that IT not only functions, but also adds value and creates trust. The goal is a collaboration where customer experience is just as important as technology.
Modern Service Management at Bizure is a proactive approach to IT management that goes beyond traditional SLAs. It's about value, user experience, and continuous improvement. Bizure combines cloud technology (Azure), DevOps principles, and Infrastructure as Code to provide a secure, scalable and future-proof environment.
Key elements include:
- eXperience Level Agreement (XLA): focus on experience instead of just technical KPIs.
- Proactive optimization: monthly improvements in security, costs, quality and resiliency.
- Golden Path Framework: a uniform way of working that brings business and IT together.
The goal? Rest in the operation, control over costs and an IT environment that continuously adds value.
Sign up for the webinar
Thursday Februari 12, from 11-12 uur | Participation is free