While SLAs include technical success criteria, XLAs include user-based metrics such as satisfaction, usability, and convenience. Users ' emotional and functional needs become measurable. This more accurately reflects the quality of the service. The IT service becomes successful not only technically but also in terms of customer satisfaction.
Users experience is collected instantly through surveys, scoring systems and comments. This feedback enables rapid action in service design. The service management cycle turns into continuous learning. This structure makes a difference, especially in high-volume support units.
Factors such as system speed, ease of implementation, and error frequency are analyzed through the users ' sentiment. In addition to technical KPIs, experience data offers more comprehensive visibility.
The success of digital services is now measured not only by uptime, but also by usability. This puts the user at the center of digital transformation.
(XLA + SLA)
XLA and SLA can be implemented together within the same service management model. While SLAs gain weight in critical systems, XLAs come into play at user touch points. Thanks to this flexibility, customization according to different units is possible.
User experience data is visualized with colorful panels and dashboards. These screens, which are integrated into SLA panels, also show how the service “feels”. Managers master not only technical but also experiential data. Thus, highlevel decisions become more balanced.
The experiences of different user groups are monitored and interpreted separately. For example, the needs of field workers and the management team are different. By recognizing these differences, the XLA system makes it possible to personalize the service. This ensures a relevant and valuable service experience for everyone.
