Service Level Agreements (SLAs) have long been the standard for measuring IT service performance, focusing on uptime, response times, and resolution rates.
However, as businesses become increasingly user-focused, these metrics alone are no longer enough. Experience Level Agreements (XLAs) are, in fact, a more modern approach to ITSM — prioritising the user experience.
This blog explores XLAs, why they matter in ITSM, and how IT teams can implement them to improve service quality. It also looks at how Starhive can help organisations build a more user-centric ITSM framework with XLAs at its core.
What are XLAs?
XLAs shift the focus from traditional operational metrics to user satisfaction and perceived service quality.
Unlike SLAs, which measure service performance in purely technical terms (such as ticket response times), XLAs assess how IT services impact the end-user experience.
How do XLAs differ from SLAs?
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SLAs |
XLAs |
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Measure performance metrics like uptime, resolution time, and response time. |
Measure user experience, satisfaction, and perception of IT services. |
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Focus on service delivery from an operational standpoint. |
Focus on end-user emotions and expectations. |
|
Defined by technical requirements and contractual obligations. |
Defined by business outcomes and user-centric goals. |
|
Success is determined by meeting predefined response and resolution targets. |
Success is determined by how users feel about the service they receive. |
Traditional SLAs often fail to capture the full picture of service quality.
For example, an IT team might resolve 90% of tickets within a set timeframe, but the service desk isn’t truly delivering value if employees are still frustrated by the process.
XLAs address this gap by incorporating qualitative measures of user satisfaction.
Why are XLAs important in IT Service Management?
As businesses become more digital, IT services are crucial to employee productivity and overall business success. Here’s why XLAs are increasingly critical in ITSM.
1. Improved user satisfaction
By focusing on user experience, IT teams can align their services with real employee needs, leading to higher satisfaction and better engagement with IT support.
2. A more holistic view of IT performance
While SLAs measure whether IT teams technically meet their targets, XLAs offer insight into whether users feel they’re receiving good service. This helps IT teams identify hidden inefficiencies and make meaningful improvements.
3. Stronger business IT alignment
A well-implemented XLA framework ensures IT services meet contractual obligations and support business goals. For example, a high XLA score might indicate that IT enables employees to work efficiently without frustration.
4. Increased productivity
When IT services are designed around user needs, employees experience fewer disruptions, improving efficiency and better business performance.
5. Proactive ITSM
XLAs encourage IT teams to move from a reactive to a proactive mindset. Instead of just fixing issues as they arise, IT can anticipate and prevent problems that negatively impact user experience.
How to implement XLAs in ITSM
Integrating XLAs into ITSM requires a strategic approach. Here’s a step-by-step guide to getting started.
1. Define what a ‘good experience’ looks like
Before setting XLA targets, organisations must determine what a positive IT service experience means for their users. This could include:
- Fast response times with clear communication
- Minimal friction when requesting IT support
- Self-service options that empower employees
- Personalised support that understands specific user needs
2. Identify key experience metrics
XLAs should be built on measurable experience-driven KPIs. Some examples include:
- Customer Satisfaction Score (CSAT): A direct measure of user satisfaction
- Net Promoter Score (NPS): Gauges user willingness to recommend IT services
- Effort Score: Assesses how easy it is for users to resolve their IT issues
- Sentiment Analysis: Uses AI to analyse user feedback for emotional tone
3. Align XLAs with business objectives
XLAs should tie back to larger business goals, such as improving employee productivity, enhancing collaboration, or reducing IT-related downtime.
4. Use real-time feedback and data
Unlike SLAs, which are often measured monthly or quarterly, XLAs should be assessed in real-time using tools like:
- User surveys: After service interactions
- AI-driven sentiment analysis: Of helpdesk tickets
- IT analytics dashboards: For tracking XLA performance over time
5. Continuously improve based on insights
IT teams should regularly review XLA data to identify pain points and improve services. If a particular IT process generates negative feedback, it may need refinement or additional automation to enhance user experience.
Make ITSM more user-centric with XLAs
XLAs are a crucial evolution in IT service management, shifting the focus from technical performance to real user satisfaction.
By implementing XLAs, IT teams can improve service quality, drive better business outcomes, and create a more seamless employee experience.
And just remember, to successfully incorporate XLAs, IT leaders should:
- Define what a good experience looks like
- Identify experience-driven KPIs
- Align XLAs with business goals
- Use real-time feedback and data
- Continuously optimise IT services based on insights
Want to learn more about the future of ITSM? Download the Starhive 2025 ITSM trends guide to stay ahead of industry changes and best practices.
