Experience Level Agreements (XLAs)

Don’t make these mistakes when changing your MSP

15 minutes

Live Product Demo: Experience Management with MSP Outsourcing

Why Your XLAs needs Experience Management

Succeeding with Experience Level Agreements, with Dean Underwood

XLAs: Applying The Art & Science of Experience

60 minutes

Start your journey to become an experience-centric organization

37 minutes

Traditional SLAs; Should I remove them?

15 minutes

Align IT to achieve outcome metrics

3 minutes

XLA rewards and sanctions

2 minutes

Understanding the impact of the service

3 minutes

Using data to understand the user experience

3 minutes

The key struggles companies face when switching to an Experience Management Culture

2 minutes

The challenges of moving from SLA to XLA

3 minutes

Experience Data; Crucial for evolving XLAs

2 minutes

How to recognise problem areas when using employee experience data

3 minutes

Correlation between Employee Happiness and Customer Loyalty

1 minute

What does experience management look like?

2 minutes

SLA vs XLA

2 minutes

SLA sanctions vs XLA rewards

2 minutes

What is the watermelon effect?

1 minute

Three practical tips to implementing experience level agreements

1 minute

Create a baseline measurement before outsourcing

1 minute

Shifting from SLAs to XLAs

1 minute

The Practical Guide to Experience Management

18 minutes

From Signals to Action with ServiceNow

90 minutes

How Reckitt adopted Experience Level Agreements (XLAs)?

46 minutes

SLAs vs XLAs in an IT project management context

2 minutes

How do SLA and XLA metrics differ?

2 minutes

XLA Benefits for Employees

3 minutes

XLA Benefits for IT and Service Desk

4 minutes

XLA Benefits for Service Owners

5 minutes

XLA Benefits for CIOs and IT Management

2 minutes

XLA Benefits for Business Stakeholders

3 minutes

XLA Benefit 5: XLAs are a Moving Target

1 minute

XLA Benefit 4: Driving Business Value

1 minute

XLA Benefit 3: Motivating for Service Desk Teams

1 minute

XLA Benefit 2: XLA measurement increases co-operation

1 minute

XLA Benefit 1: XLAs measure the business value of the Service Desk

1 minute