XLA benefits for Service Owners
If only SLAs and sanctions are in your Service Desk agreements, then that is the only way you will measure their effectiveness.
In the SLA world, ensure we have SLA and CSAT targets agreed upon for the next two years and put sanctions in place when they do not deliver.
In the XLA world: Let's include XLAs and reward our Service Desk when they deliver excellent service. Instead of fighting with our partners, we should work in partnership with them to provide the best possible IT service to our end-users.