Shifting from SLAs to XLAs

HubSpot Video

Moving from Service Level Agreements to Experience Level Agreements can be a daunting case, especially as XLAs is a new territory for ITSM.

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

Reckitt are pioneers for Experience Management and should be an inspiration for many to follow on how to successfully achieve outcome-based, human-centric IT services.

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