Turning data into value starts with understanding calculated metrics and making them accessible to customers who are used to working with traditional Service Level Agreements (SLAs). Moving beyond SLAs to focus on Experience Level Agreements (XLAs), which prioritize user experience, allows businesses to gain deeper insights into customer satisfaction and operational performance. By leveraging certain tools, companies can track and visualize key business metrics in real-time, aligning them with both SLAs and XLAs for maximum impact.

Tracking the right IT metrics is also crucial for maintaining efficiency. Identifying the most critical metrics, such as system uptime and response times, helps teams measure performance and make continuous improvements. However, it's important to avoid common pitfalls like over-focusing on individual data points without considering the bigger picture. When used correctly, calculated metrics not only highlight performance gaps but also drive meaningful, ongoing improvements in IT and business operations.

In a BizOps context, this means not only measuring what has happened but also predicting future outcomes and enabling proactive strategies that align with long-term objectives. Understanding how to calculate and leverage these metrics effectively is the key to turning data into actionable business value.

* Please note that this masterclass will be held in English