XLA Benefits for Business Stakeholders
Building a culture to focus on Experience Level Agreements (XLAs) and Experience Management will create trust amongst business stakeholders by showing evidence about the specific areas end-users want to improve.
In the SLA world: We're meeting all our goals, but for some reason, our end-users are still unhappy.
In the XLA world: We gather real-time data from our end-users, giving us in-depth information on how they are experiencing our IT services. This then justifies where and when we need to spend our IT budget on fixing and improving services.