The industry is transitioning between building IT solutions to consuming it. IT Services are significantly transforming due to the pandemic’s impact on the fundamentals of business processes. The digital revolution has taken today’s world to a whole new level where businesses are expecting more from their IT service providers beyond just meeting Service Level Agreements (SLA’s).

The current phase is all about democratization of technologies central to business growth. As a result, enterprises are investing more in technologies to upscale their competitiveness and stay one step ahead. From cloud-adoption to workplace service automation, everything under IT is moving forward with a futuristic approach and at light speed. Sticking to SLA’s for measuring the service outcomes during these days seems outdated, isn’t it?

Overcoming “The Watermelon Effect”


You see what your IT service provider shows you primarily. You measure it on your end to confirm whether or not the services are aligned to your enterprise growth. And that’s what the summarized metrics in the SLA’s are for.

You see what your IT service provider shows you primarily. You measure it on your end to confirm whether or not the services are aligned to your enterprise growth. And that’s what the summarized metrics in the SLA’s are for.

Aren’t you missing the most important factor – employee experience (EX)?

Simply ask your employees about their overall experience while using the technologies and how it helped them deliver better to the customers. Capture the time spent for service delivery and other data points. Your employee feedback defines the scalability and extendibility of a digital workplace service automation platform for your enterprise.

The efforts to determine how employee experiences translate into measurable business results using automation technologies are considerably tougher to quantify. Here are some facts that will help –

  • A highly engaged workforce increases profitability by 21% – (Gallup Report)
  • Companies that use automation technologies are 33% more likely to be human-friendly. – (Dan Schwabel)
  • 62% of organizations are using AI to support IT operations. (Appen)

Introducing XLA – A better way to measure service outcomes!

Your IT partner should cover more than just “break-fix” situations. Experience Level Agreements (XLA) is a better approach towards delivering technology-based solutions with metrics that indicate the end user experience. The capabilities of your organization should excel at the expected stages post-deployment and upgrades which can be met using XLA’s strategically.

SLA vs XLA

SERVICE LEVEL AGREEMENT

Process First


Tangible Outputs


Technology Centric


Service Driven


Focus on Activities

EXPERIENCE LEVEL AGREEMENT

Impact First


Valuable Outcomes


Human Centric


Experience Driven


Focus on Result

Make your move before your competitor does it.

Enterprises are radically transforming their business processes evolving with cloud and automation with a significant focus on employee experience. For your enterprise to take full advantage of technologies, it’s essential to adapt a future-proof growth strategy. Rethink how you can bring more productivity by making the shift to XLA’s and empowering employees with the right automation technologies.