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11.09.2024 | 5 minute read

15 Practical Tips for Succeeding with XLAs

There’s a lot of IT industry buzz about experience level agreements (XLAs) or experience-based metrics right now. But ...

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XLA Tips
XLA Tips
5 minute read

11.09.2024

15 Practical Tips for Succeeding with XLAs

There’s a lot of IT industry buzz about experience level agreements (XLAs) or experience-based metrics right now. But ...

Read more >
Objections to XLAs
7 minute read

04.09.2024

Dealing with the Major Objections to XLAs

Your IT organization has decided that using experience level agreement metrics and targets (XLAs) will benefit its IT ...

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9 minute read

11.07.2024

How to Set Up XLAs in ServiceNow

If your service provider organization is currently looking at using experience level agreement (XLA) targets to better ...

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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 ...

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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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