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Rae Ann Bruno on Introducing User Experience Into Service

In what almost seems like a bygone era, Service Level Agreements (SLAs) used to carry considerably more weight with both customers and service providers. Over the years, the use of SLAs as ...

How to Use XLAs Effectively

IT departments are increasingly waking up to the fact that experience...

Experience Level Agreements: An Introduction to XLAs for ITSM

We’ve had a decade of people talking about the fact that customer...
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