How XLAs Provide a Clearer Measure of Success for IT Initiatives

Shifting focus from technical metrics to user-centric outcomes to drive better digital employee experiences and business success

Today’s most forward-thinking IT organizations are moving from service-level agreements (SLAs) to experience level agreements (XLAs). The main difference? XLAs work differently than traditional 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 superior digital employee experience (DEX).

Especially in the today’s work climate, where employees are no longer bound to the office and instead use technology to work from anywhere, DEX is key to attracting and retaining talent.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.

That’s where XLAs come in.

Understanding Experience Level Agreements (XLAs)

Experience Level Agreements (XLAs) represent a significant shift in how IT performance is measured and managed. Unlike traditional SLAs that focus on technical metrics such as uptime and response times, XLAs are centered around the actual experience of the end users. This user-centric approach aligns IT services more closely with business goals, ensuring that IT initiatives contribute directly to business success.

Enhancing Digital Employee Experience (DEX) with XLAs

Digital Employee Experience (DEX) is a critical component of modern workplace strategies. With employees expecting seamless digital interactions, IT departments must ensure that the tools and services provided meet these expectations. In fact, nearly half of IT leaders we recently surveyed said “delivering a better digital employee experience to improve productivity” was one of their top priorities this year.

XLAs enable organizations to measure DEX more effectively, identifying pain points and areas for improvement. By doing so, companies can create a more engaging and productive digital workplace, which is essential for retaining top talent and driving business success.

Tailoring XLAs to IT and Business Needs

One of the key advantages of XLAs is their flexibility. They can be customized to align with the specific needs, goals, and desired outcomes of an organization. This means that businesses can focus on the metrics that matter most to them, whether it’s customer satisfaction, employee productivity, or innovation. By tailoring XLAs to their unique requirements, organizations can ensure that their IT initiatives are directly contributing to their strategic objectives.

For example, when LexisNexis needed to expand beyond SLAs to truly understand what customers experience, they turned to the Lakeside SysTrack platform. It provided the visibility needed to predict and even prevent technical issues for LexisNexis customers, as well as help the company create experience level agreements (XLAs).

Measuring the Impact of XLAs on Business Outcomes

Traditional SLAs often fall short when it comes to measuring the true impact of IT services on business outcomes. XLAs bridge this gap by providing a clearer picture of how IT initiatives affect end users and, consequently, the overall business.

However, to really measure the impact on business outcomes, enterprises need a 360-view of the employee experience that’s best developed with both quantitative data and qualitative insights. Recently, Lakeside Software partnered with Qualtrics to create the first unified dashboard to do just this. Lakeside and Qualtrics provide a holistic view of quantitative and qualitative data in a single dashboard. Together, this unparalleled data will inform a single employee experience health score to track performance and define the industry-standard for measuring XLAs.

By focusing on user-centric metrics, XLAs enable organizations to understand the real value delivered by their IT services. This insight is crucial for making informed decisions and driving continuous improvement.

Embracing the shift from SLAs to XLAs

As IT organizations continue to evolve, the shift from SLAs to XLAs represents a fundamental change in how success is measured. By focusing on value outcomes and user experiences, XLAs provide a clearer and more meaningful measure of IT performance. This approach not only enhances employee experiences but also ensures that IT initiatives are aligned with business goals, driving overall success. Embracing XLAs is a strategic move for any organization looking to thrive in today’s digital landscape.

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This blog was originally published on November 17, 2021. It was updated on July 10, 2024, to remove outdated sources and include the latest research and case studies.