How to Use XLAs Effectively

 IT departments are increasingly waking up to the fact that experience level agreements (XLAs) are the difference between good and great IT service management (ITSM) and the business results this brings. Done well, they can increase both (internal) customer and end-user satisfaction and improve relationships with key business stakeholders.   If your organization is currently looking at the ...

An Introduction to XLAs for ITSM

We’ve had a decade of people talking about the fact that customer experience, or CX, makes the world go round. However, in “IT land,” we’ve likely been so focused on meeting hard, data-driven targets ...