IT departments are familiar with service-level agreements (SLAs) that set parameters around important objectives like service desk performance and support services efficiency.
But have you heard of experience-level agreements (XLAs)? Maybe not, because Gartner analysts find them to be a relatively new type of agreement IT departments bake into their contracts with managed services companies or third-party IT sources.
While XLAs are often defined differently, ultimately they measure employee experience with IT services and technology. Unlike SLAs which measure raw IT productivity and efficiency metrics, XLAs incorporate employee sentiment and adapt a customer experience playbook for employees.
