As a delivery manager I often deal with questions like ‘How do we make the experience of our service both measurable and insightful?’ or ‘How do we embed client satisfaction as part of our SLA?’. My answer to these challenges nowadays is short and snappy: stop offering traditional service level agreements and jump on the XLA train. So for over 3 years I offer my clients a so called Xperience Level Agreement (XLA), which is superlative to a traditional IT SLA. It basically focusses on end-user and customer experiences rather than technical KPI’s such as availability or page load time.........

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