XLAs measure the value of the Service Desk from the perspective of the business
By doing this, it tackles one of the most common pain points of Service Management — not being seen as a relevant function from a business perspective. With XLAs you are measuring what matters, not what happens in the Service Desk.
For example, instead of saying that you have solved 10,000 tickets this month, the question should really be why did we have 10,000 tickets this month?
Not only does this example show a transition from SLAs to XLAs, but it also suggests that the service provider or owner should focus on the underlying reasons behind the tickets and how to improve employee experience to reduce the amount of tickets in the long run.
Fixing the fundamental problems that end-users are creating tickets about leads to greater happiness amongst end-users about the service they receive or increases in end-user productivity.
That is when the business will begin to listen and realise the impact that IT can have on the business value.
Less tickets, more efficient employees, better service experience.