XLAs benefits for Service Owners
If SLAs and sanctions are only in your Service Desk agreements, then that is the only way you will measure their effectiveness.
In the SLA world:
Make sure we have SLAs, CSAT agreed for the next 2 years and sanctions in place when they do not deliver.
In the XLA world:
Let's include XLAs and reward our Service Desk when they deliver great service. Instead of fighting with our partners, we should work in partnership with them to deliver the best possible IT service.