The Rise of Experience-Level Agreements (XLAs) in Practice: A Deep Dive into ITSM Transformation
For decades, the backbone of IT Service Management (ITSM) has been the Service-Level Agreement (SLA). While effective for tracking the nuts and bolts of IT delivery, SLAs have one critical blind spot: they say little about how users actually feel about their IT experiences. This is where Experience-Level Agreements (XLAs) and Digital Employee Experience (DEX) fill in the rest of the picture.