In IT service management, we’re used to measuring what’s easy to quantify – things like system uptime, ticket response times, and resolution rates. These metrics, often formalized in Service Level Agreements (SLAs), have been the go-to way of defining what “good” looks like in IT.

But here’s the catch: just because something looks good on paper doesn’t mean it feels good to the people using it.

Imagine this: a service ticket is resolved within the SLA’s required timeframe, but the user still walks away feeling frustrated, unheard, or confused. Technically, the job’s done, but from their perspective, it wasn’t a great experience. That’s the disconnect many organizations are waking up to.

And that’s where Experience Level Agreements – or XLAs – come in.

What are XLAs?

Where SLAs focus on performance metrics (like “respond within 2 hours” or “maintain 99.9% uptime”), XLAs zoom in on the user’s experience, things like satisfaction, ease of use, and how well a service actually supports someone in getting their job done.

Think of it this way:

SLAs tell you what was delivered.

XLAs tell you how it felt.

It’s the difference between meeting a deadline and making someone’s day easier.

Why This Shift Matters

This isn’t just a feel-good concept, it’s a game-changer for organizations that rely on service delivery to keep operations running smoothly. In sectors like healthcare, education, municipalities, and the broader public sector, the quality of the IT experience can have real-world consequences.

Here’s why more organizations are shifting toward experience-based metrics:

• Happier users = stronger trust: When IT feels supportive and human, people are more likely to engage, follow processes, and see IT as a partner, not a barrier.
• Better alignment with the business: XLAs help IT teams speak the same language as other departments by focusing on outcomes, not just outputs.
• More actionable insights: Tools like HaloITSM are increasingly making it possible to track and improve on experience metrics, not just technical ones.
• Continuous improvement that actually matters: When your metrics are tied to how users experience your services, your improvements naturally align with what people need most.

Putting Experience into Practice

For many organizations, especially those in healthcare, education, or government, every interaction with IT can impact someone’s ability to do their job — or serve the public. That’s why focusing on experience isn’t just a “nice to have”; it’s a strategic imperative.

Imagine a nurse needing quick access to patient records, a teacher requesting support for a classroom tool, or a municipal worker trying to submit an urgent facilities request. If the service is technically functional but difficult to navigate or slow to resolve, it’s not really “working.” These are the moments where XLAs provide a more accurate reflection of service quality — by capturing sentiment, effort, and satisfaction.

Experience data can come from a variety of sources: short user surveys after ticket resolution, sentiment analysis tools, or even feedback gathered from employee experience platforms. The goal isn’t to overwhelm users with surveys — it’s to listen more effectively and respond with meaningful improvements.

By layering this kind of feedback into your ITSM processes, you don’t just fix problems — you build trust. And trust is what transforms IT from a reactive support function into a proactive business partner.

Why SLAs Alone Don’t Cut It Anymore

Let’s be clear: SLAs still matter. They’re the foundation for accountability and consistency. But on their own, they don’t tell the full story.

To borrow a metaphor: SLAs are like checking that a flight left on time. XLAs are like asking whether the flight was smooth, the staff was helpful, and the seats were comfortable.

When you combine both perspectives, you get a much clearer sense of how well IT is really performing, and where to improve.

How to Get Started with XLAs

Moving from SLA-only thinking to an XLA-inclusive approach doesn’t mean scrapping everything you’ve built. It’s about layering in experience data to get a more holistic view of your IT service delivery.

Start by asking:

• What do our users really think about our services?
• Are we measuring outcomes that matter to them?
• Where are the friction points that metrics alone might miss?

At QLogitek, we believe XLAs represent the future of service management, one that puts people and experience at the center. As this shift continues to shape the industry, we're committed to staying at the forefront of how organizations can deliver more meaningful, outcome-based IT services.

Shifting from Performance to Impact

Today’s IT users expect more than speed. They want support, empathy, and services that actually help them do their work better. As IT continues evolving from a technical function to a strategic driver of value, experience is becoming the new benchmark.

It’s time to ask: Are we measuring what matters most – or just what’s easiest to track?