SLAs (Service Level Agreements) were essential for defining minimal performance levels and sourcing relationships. However, do they address all the needs of the business, employees, and customers?

Experience Level Agreements (XLAs) represent the future of service management, evolving beyond traditional SLAs. While SLAs focus merely on technical metrics, XLAs prioritize what truly matters: the user experience. By measuring the quality of interactions and outcomes, XLAs align (IT) performance with business goals, leading to improved customer satisfaction, increased employee productivity, and better overall business results. Embracing XLAs demonstrates a commitment to delivering real value in today's experience-driven economy, setting your organization apart in an increasingly competitive marketplace.