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29.02.2024 | 6 minute read

XLA - The Benefits of Experience Level Agreements

Service level agreements (SLAs) are no longer what organizations and their IT service providers need, with employee ...

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Benefits of Experience Level Agreements
Benefits of Experience Level Agreements
6 minute read

29.02.2024

XLA - The Benefits of Experience Level Agreements

Service level agreements (SLAs) are no longer what organizations and their IT service providers need, with employee ...

Read more >
8 minute read

26.02.2024

The Watermelon Effect of SLAs on ITSM and IT Service Experience

What do you think about the value, and appropriateness, of IT service desk service level agreements (SLAs)? Are you ...

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7 minute read

22.02.2024

#XLA - What are Experience Level Agreements?

Experience level agreements (XLAs) are an increasingly popular topic in IT service management (ITSM). However, the XLA ...

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Adding XLAs to contractual agreements
10 minute read

29.01.2024

Adding XLAs To Contractual Agreements – The Four Main Options in Detail 

An earlier blog shared the four main options for adding experience level agreement targets (XLAs) to contractual ...

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XLA Introduction
5 minute read

07.12.2023

Choosing the Best Method for XLA Introduction in Your Organization 

Once your organization understands the benefits of experience management and experience level agreement (XLA) targets, ...

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Why XLAs
7 minute read

01.11.2023

Why IT Service Desks Need XLAs

IT service desk use of experience level agreements (XLAs) is becoming increasingly popular, with 2022 research by ...

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Remove SLAs
6 minute read

21.09.2023

Should you get rid of Service Level Agreements (SLAs)?

For years, I’ve been advocating for service level agreement targets, or SLAs for short, to be removed. I believe that ...

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Why Should You Be Using XLAs
10 minute read

13.09.2023

Why Should You Be Using XLAs?

By now, we should all be aware that XLA stands for Experience Level Agreement. In service and support, we've all seen ...

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Why XLAs
10 minute read

06.07.2023

Why Your Organization Needs XLAs

If your IT organization is focused on improving its operations and outcomes, then it’s likely using service level ...

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6 minute read

12.04.2023

Why Experience Management is Needed

You might have heard, “The king is dead; long live the king!” The same applies to service level agreements (SLAs) and ...

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