XLAs measure the value of the Service Desk from the perspective of the business
When doing this, it removes one of the most common pain points of Service Management that is being seen as a relevant function from business perspective. With XLAs you are measuring what matters, not what happens in Service Desk.
For example, instead of saying this month we have solved 10,000 tickets 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 be focusing on the reasons behind the tickets and what part of the employee experience needs improving to reduce the amount of tickets.
Fixing these problems or pain points that end-users are creating tickets about then leads to a higher number of end-users reporting how happy they where with the service they have received or there increase in efficiency compared to last month.
That is where the business will begin to listen and realise the change and impact that IT can have on the business value.
Less tickets, more efficient employees, better service experience.