Driving Innovation: Enhancing Customer Satisfaction with XLA at BearingPoint

By adopting the XLA approach, BearingPoint Caribbean aims to provide effective and valuable solutions that cater to the needs of our clients.

We constantly strive to enhance customer satisfaction and deliver exceptional results. In line with this commitment, we are excited to share the recent developments in the Service Management domain.

Delivering innovative services that are of added value for our customers, combined with a high level of customer satisfaction concerns important pillars on which Service Management is based within our organization.

Traditionally, Service Management performance is typically measured by means of SLA KPI’s, which provide a good indication about the Service Management performance from a technical standpoint for a given moment in time.

A major challenge using this approach is that the forthcoming results do not necessarily represent the level of customer satisfaction because of the evaluation period of the services received by our customers.

In other words, there might be situations applicable that all SLA KPI’s are in the green, but the level of customer satisfaction is completely in the red.

Think about this situation as a watermelon

It has a green outer shell and red inner content, for which the red inner side of the watermelon is not directly visible on the outside.

This is of course, a situation that must always be prevented, leading to an innovative approach within the Service Management domain to also put emphasis on customer satisfaction to determine if service delivery has been successful.

The NEN in the Netherlands started an initiative to transfer the already existing NTA 8038 (Nederland’s Technische Afspraak) to an official standard (NEN 8038) which describes the approach for Experience Level Agreement (XLA).

This standard has been developed by prominent players in the Dutch market, for which BearingPoint has contributed in a significant way. 

The NEN 8038 standard has been officially released on June 8th by the NEN, marking a significant milestone in the service management field, paving the way to standardize the Service Management approach from a more representable customer satisfaction perspective.

The XLA will not replace existing SLA’s but must be seen as an addition to the Service Level Agreements already in place.

The XLA methodology centers around the satisfaction and experience of the end-user. Rather than solely managing service output based on technical aspects, such as Service Level Agreements (SLAs), XLA emphasizes the value it brings to users.

At BearingPoint, we take pride in our innovative approach to serving our clients.


Contributing to the Development of NEN 8038:

Angelo Zielschot, our Manager Services, has been an integral part of the external workgroup responsible for developing the NEN 8038 standard over the past 1.5 years. 

In addition, the contribution to establish this official standard was backed up by an internal XLA workgroup (Menno Vinck, Ingeborg Boswinkel, Icheron Constancia and Kiara Hilker), representing various stakeholders from the organization.

This norm defines the minimum requirements for implementing the XLA methodology.

Angelo’s involvement highlights our dedication to promoting the wider adoption of the XLA approach in IT Service Management, ultimately enhancing customer experience.


Shifting the Focus: From Technical Aspects to Customer Experience:

The XLA methodology represents a shift from the traditional focus on technical aspects within SLAs. While meeting predefined functional and technical requirements remains essential, the XLA framework places the end-user at the forefront. 

It addresses critical questions: Is the end-user satisfied? Are they adequately supported throughout their work? By prioritizing user needs and facilitating optimal user experiences, XLA elevates the quality-of-service delivery.


NEN 8038: An official standard for Enhanced Customer Satisfaction in ICT Services:

The NEN 8038 standard for XLA is now available, offering guidance to organizations involved in delivering or working with ICT services. 

Even for those unfamiliar with XLA, this standard serves as a valuable resource. It equips organizations with practical tools for implementing and assessing XLA within their operations, working towards improved customer satisfaction.


Broad Support and Comprehensive Coverage:

The NEN 8038 standard builds upon the NTA 8038 XLA technical agreement but enjoys even broader support, involving the collaboration of twelve organizations instead of three. 

In addition to defining the XLA framework, the norm covers aspects such as offering, procurement, and contracting based on XLA principles.

This comprehensive coverage ensures a holistic approach to enhancing service delivery and customer satisfaction.



BearingPoint Caribbean is proud to be at the forefront of innovation in service management. Our involvement in the development of the NEN 8038 XLA standard highlights our commitment to delivering exceptional experiences to our clients.

By embracing the XLA methodology, we place user satisfaction at the core of our service offerings, ultimately elevating the value and impact of ICT services.

The NEN 8038 standard provides organizations with practical guidance, empowering them to enhance customer satisfaction and achieve operational excellence

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