Shifting from SLAs to XLAs

Moving from Service Level Agreements (SLAs) to Experience Level Agreements (XLAs) can be daunting, especially as XLAs are new territory for ITSM.

Reckitt (previously known as RB) created a gradual shift from SLAs to XLAs to slowly introduce this new way of working to their end-users. This avoided a big jump across and completed a smooth transition.

Reckitt is a pioneer for Experience Management and should be an inspiration for many to follow in achieving outcome-based, human-centric IT services successfully.

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