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Transforming IT service delivery: Simac & the XLA Institute partnership

At Simac, we believe that delivering great IT services is about more than just technology; it’s about creating everlasting positive user experiences. This focus on the human side of IT led us to join forces with the XLA Institute, a global community that puts the user experience at the heart of service delivery.

Embracing Xperience Management

For over 50 years, Simac has set the bar high for IT service excellence. In today’s rapidly evolving digital landscape, we’ve realized that exceptional service is not just about performance metrics—it’s about the human experience. Whether it’s increasing productivity, improving customer and employee satisfaction, reducing time to market, or boosting profits, the end goal is clear: delivering measurable value to our clients. By embracing the Xperience Management (XM) framework this reflects focus, and as founding member of the XLA Institute, we’re helping to shape and evolve IT service delivery.

Why Simac chose the XLA path

Our decision to join the XLA Institute aligns seamlessly with the values that Simac upholds: Value, Warmth, Agility, and ‘winning together’. Old-school Service Level Agreements (SLA’s) meticulously track performance yet miss the essence: how users feel about the services that are being delivered, prioritizing the emotional and satisfaction quotients alongside technical benchmarks.

At Simac, we’re pioneering this shift, steering the conversation from uptime to upscaling the human interaction with tech. By incorporating the Xperience Management framework in our portfolio – service design – and continuous improvement process.

The cornerstone of our services: XM and XLA

To Simac, Xperience Management isn’t just a buzzword – it’s the foundation of our service ethos. By integrating Xperience Management into our service framework, we go beyond merely keeping things running; we’re focused on enriching the user experience. Xperience Management offers a comprehensive view, blending user sentiment and satisfaction with IT performance, guiding us in how we evolve our services.

Collaborative synergy with the XLA Institute

Our involvement with the XLA Institute is hands-on and allows us to stay involved in shaping how these experience-centric practices are implemented across the industry. We contribute through workshops, events, and shared learning, all aimed at fostering a better understanding of how user experience can drive IT success.

High Expectations for the Future

By partnering with the XLA Institute and through our active involvement as speakers at XLA institute events, participation in member meetups, and active contribution in chapters, we’re gaining access to a wealth of research and innovations that will enhance our user-focused services. This founding membership isn’t about advancing Simac’s capabilities—it’s about elevating the entire IT experience for our clients and their customers.

The case for joining the XLA community

We believe that membership in the XLA Institute is essential for any IT-focused organization. The XLA framework fills the gap left by traditional SLAs, ensuring that technology serves the people who use it, not just the systems that power it. This is an invitation to next level service delivery, where every metric is centered around the human experience.

At Simac, we’re excited to be part of this movement, and we invite others to join us in shaping the future of IT services.

About The Authors

 

Eva de Witt – Jansen is Manager Service Desk at Simac IT NL
Harry Lamers is XLA Advocate, Siam Professional, Manager Contract Delivery at Simac IT NL
Luc van de Westenlake is Product Marketing Manager Support Services at Simac IT NL