Moving Beyond SLAs: Why XLAs Are the Future of IT Service Management

Introduction: Why SLAs Are No Longer Enough

For decades, IT Service Management (ITSM) has relied on Service Level Agreements (SLAs) to define success. These agreements measure metrics like uptime, ticket response times, and resolution speeds — all critical indicators of IT performance.

But here’s the problem:

A system can meet every SLA… and still deliver a poor user experience.

Imagine a scenario where your IT team resolves tickets within the agreed four-hour SLA, but users are repeatedly frustrated by recurring issues, confusing interfaces, or inconsistent support. On paper, IT looks successful. In reality, users are disengaged, productivity drops, and business outcomes suffer.

This gap is where Experience Level Agreements (XLAs) come in — shifting the focus from outputs to outcomes, and from system performance to human experience.

What Are XLAs?

Experience Level Agreements are a modern evolution of SLAs. While SLAs measure technical performance, XLAs measure user experience — how team members, customers, or partners feel when interacting with IT services.

Key Differences Between SLAs and XLAs

Aspect	SLAs	XLAs
Focus	Technical performance	Human experience
Objective	Minimize downtime & errors	Maximize satisfaction & productivity
Measurement	System-centric KPIs	Experience-driven KPIs
Approach	Reactive	Proactive & holistic

In short, SLAs keep the lights on; XLAs make sure the room feels comfortable.

Why XLAs Matter in Modern ITSM

Digital workplaces have evolved, and so have user expectations. Users expect seamless, consumer-grade IT experiences that match the simplicity of apps like Netflix, Slack, and Uber. Organizations that fail to deliver these experiences risk disengaged teams, lower productivity, and reduced business performance.

Four Reasons XLAs Are Becoming Essential

1. Evolving Workforce Expectations - Users want frictionless technology that empowers them to do their best work.

2. Linking IT to Business Value - XLAs connect IT performance with business outcomes, like user satisfaction and retention.

3. Supporting Digital Transformation - As businesses adopt cloud-first, hybrid, and SaaS-driven strategies, experience-driven measurement is essential.

4. Proactive Service Improvement - XLAs help IT move from firefighting incidents to preventing them, based on real-time sentiment and experience monitoring.

   
   

The Role of XLAs in ITIL 4’s Experience-First Strategy

The ITIL 4 framework emphasizes co-creation of value between IT and the business. XLAs naturally extend this philosophy by ensuring that IT services deliver real, measurable value to end users.

Where XLAs Integrate in ITIL 4 Practices

• Service Level Management - Extends beyond SLAs to include experience-based targets.

• Continual Improvement - Uses XLA data to identify patterns and prioritize enhancements.

• Incident & Request Management - Moves beyond ticket closure speed to focus on user satisfaction post-resolution.

• Change Enablement - Ensures transformation initiatives improve,rather than degrade the user experience.

  
  

ITIL 4 Guiding Principles That Align with XLAs

• Focus on Value - Value is defined by users, not systems.

• Start Where You Are - Build upon existing SLAs but enhance them with sentiment-driven insights.

• Collaborate and Promote Visibility - XLAs require transparency between IT, business leaders, and end users.

In short, ITIL gives you the framework; XLAs give you the human connection.

Key Metrics for XLAs

Unlike SLAs, which track system performance, XLAs measure experience. Some examples of common XLA-driven metrics include:

• Employee Experience Score (EXS): A composite rating based on surveys, sentiment, and productivity impact.

• Digital Experience Monitoring (DEM): Real-time tracking of how IT services perform from the user’s perspective.

• Net Promoter Score (NPS): Gauges how likely users are to recommend IT services to colleagues.

• Time to Productivity: Measures how quickly users recover after disruptions.

• Sentiment Analysis: Uses AI and feedback tools to capture the emotional tone of user responses.

  
  

💡Pro Tip: XLAs don’t replace SLAs. They complement them, creating a balanced scorecard that measures both performance and perception.

Case Study Example

A global financial services firm adopted XLAs alongside ITIL 4 practices. Ticket resolution times remained steady, but user experience scores jumped 27% within six months. The company introduced digital experience monitoring, collected feedback, and adjusted workflows. IT shifted from being seen as a “cost center” to a strategic enabler of business performance.

Challenges to Watch Out For

Implementing XLAs comes with its own hurdles:

• Cultural Shift: IT teams must embrace empathy and user-first thinking.

• Avoiding Vanity Metrics: Focus on actionable insights, not just “feel-good” numbers.

• Balancing SLAs and XLAs: Performance and experience must work together, not compete.

• Data Integrity: Reliable sentiment data is critical for meaningful improvements.

  
  

Conclusion: The Future of IT Service Management

Traditional SLAs ensure systems are available. But XLAs ensure employees are engaged, productive, and happy.

By aligning XLAs with ITIL 4’s value-driven principles, organizations can:

• Deliver better user experiences

• Improve business outcomes

• Build stronger IT-business alignment

The future of ITSM isn’t about managing technology — it’s about optimizing experiences.

Are you ready to transform your IT services with XLAs?

• Start small: Add one experience-based KPI alongside your existing SLAs.

• Engage stakeholders: Co-create experience goals with business leaders and users.

• Iterate often: Use ITIL’s continual improvement framework to refine your approach.

Your users don’t just want IT services to work — they want them to work well for them. With XLAs, you can make that happen.