Most IT departments are familiar with Service Level Agreements (SLAs) that set parameters around important objectives like support performance and services efficiency. Some are now starting to move beyond the SLA and think about the customer experience more holistically through the adoption of eXperience Level Agreements (XLAs). Gartner analysts find them to be a relatively new type of agreement with researchers Daniel Barros and David Groombridge first writing about them in the Gartner Hype Cycle for the Digital Workplace 2020.
Often defined differently, XLAs ultimately measure employee experience with IT services and technology. Unlike SLAs which measure raw IT productivity and efficiency metrics, XLAs incorporate employee sentiment and adapt a customer experience playbook for employees.
Service Desk Institute (SDI) brings together some of the world’s most eminent minds on the XLA to hear their thoughts and experiences on this ever increasingly popular topic.
In this video, Prashant Arora talked about the art and science of experience, and how they can be practised in complex organisations where IT Services are outsourced or co-sourced.