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.
