Quick Hit XLAs in 30-Days

Five XLAs You Can Launch by service area Most conversations about XLAs start way too far in the future with slide decks, maturity models, philosophical debates about experience versus performance. Meanwhile, users are still locked out of systems, meetings still start late, and tickets still close without anyone feeling particularly helped. The fastest way to …

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SLA vs XLA, and Measuring What Users Feel

How to operationalize experience level agreements without turning them into vanity metrics IT service management has treated SLAs like the scoreboard for decades. Tickets closed on time. Response windows met. Mean time to resolve trending down. On paper, everything looks healthy. Then a user says, “I lost half a day to this!” That is the …

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