Although experience-level agreements (XLAs) are still a relatively new concept, they’re getting plenty of buzz among forward-thinking IT organizations.

After all, XLAs work differently than traditional service-level agreements (SLAs), focusing on value outcomes rather than technical outputs. Each one can be tailored to the needs, goals, and desired business outcomes of organizations. They can also be a massive opportunity for enterprises that struggle to provide quality end-user experience (EUX) and meet the demands of modern digital environments.

Especially in the today’s work climate, where employees are no longer bound to the office and must depend on technology to work from anywhere, employee experience is key to attracting and retaining talent, according to a new Forrester report on XLAs.1 It’s not enough to just measure the uptime of a service — it's critical to know how that service impacts end users, productivity, and the overall business, too.