How to Measure XLA


Organizations understand more than ever the importance of a high-performance digital workplace to deliver transformative business results. This has led to a growing demand for services that simplify IT delivery and support employee flexibility by leveraging cloud infrastructure, SaaS applications, file sharing, 24/7 IT support. of the week, and more. So, how to measure XLA?

How to measure XLA

While the demand for IT services has grown, the vendor landscape has also grown. To be successful in an increasingly standardized marketplace, managed workplace service providers must modernize their vision of creating customer value. It's time to move from legacy availability SLAs (which have become an expectation rather than a differentiator) to experience level agreements (XLAs). This change will allow vendors to tailor their offerings to better support their customers' business results, demonstrate the value of their services, and increase profitability.

I recently attended a webinar on the topic with David Groombridge, vice president of Gartner Research, who provided an overview of key challenges for managed service providers in the workplace and the impact of XLAs on the solution. This post builds on some of the ideas from the webinar that was recorded and can be viewed here for free.

What is an Experience Level Agreement (XLAs)?

An experience level agreement (XLAs) is a contract between a service provider and a customer based on the quality of the employee's experience with the service provider's services. For example, an XLA could establish an expected average quality of experience of ≥80% with a plan to increase the expected baseline over time. XLAs are calculated by analyzing KPIs that affect the end user experience (EUX) with IT resources, such as hardware / software performance and user behavior.

Unlike SLAs, which focus on service availability, XLAs set expectations for service performance. This distinction is important as it is the difference between taking a 3,000-mile business trip and handing over the keys to a minivan or a ticket for a nonstop flight. The former gives you long-distance travel, while the latter considers what would make your travel experience quick and convenient.