"Most people understand XLAs as focusing on the outcomes and experience-based outcomes" 

Experience Level Agreements are an ever growing topic in ITSM. However, the term has never been given a single definition for the industry to follow. Pasi and Sami round up a variety of definitions, from many different organisations across the world, to bring to you the baseline of what an XLA is.

Read our The Practical Guide to XLAs.

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About this podcast

This is a podcast for those who want to improve service experience of internal services in large enterprises. If you use ServiceNow or other enterprise service management system, then this is for you.

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About HappySignals

HappySignals make experience data visible, understandable and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome focused and data-driven. This saves time and money. Our customers have been able to make employees happier and increase productivity by 26%. This is why we exist.

Find out more here: https://www.happysignals.com/