Experience Level Agreements (XLAs)

XLAs: Applying The Art & Science of Experience

60 minutes

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

3 minutes

Experience Data; Crucial for evolving XLAs

2 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

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