How does XLAs benefit the organisation and different roles?
Traditional SLAs; Should I remove them?
15 minutes
Align IT to achieve outcome metrics
3 minutes
The key struggles companies face when switching to an Experience Management Culture
2 minutes
The challenges of moving from SLA to XLA
Experience Data; Crucial for evolving XLAs
Correlation between Employee Happiness and Customer Loyalty
1 minute
What does experience management look like?
SLA vs XLA
SLA sanctions vs XLA rewards
What is the watermelon effect?
Three practical tips to implementing experience level agreements
Create a baseline measurement before outsourcing
Shifting from SLAs to XLAs
The Practical Guide to Experience Management
18 minutes
From Signals to Action with ServiceNow
90 minutes
SLAs vs XLAs in an IT project management context
How do SLA and XLA metrics differ?
XLA Benefits for Employees
XLA Benefits for IT and Service Desk
4 minutes
XLA Benefits for Service Owners
5 minutes
XLA Benefits for CIOs and IT Management
XLA Benefits for Business Stakeholders
XLA Benefit 5: XLAs are a Moving Target
XLA Benefit 4: Driving Business Value
XLA Benefit 3: Motivating for Service Desk Teams
XLA Benefit 2: XLA measurement increases co-operation
XLA Benefit 1: XLAs measure the business value of the Service Desk
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