Traditional Service Level Agreements (SLAs) have long been the backbone of IT Service Management (ITSM), focusing primarily on measurable metrics like response times and ticket resolution. However, in today’s user-centric world, SLAs often fall short in capturing the true quality of service – the actual user experience, leading to misaligned priorities, frustrated users, and missed opportunities to drive business value. 

The future lies in Experience Level Agreements (XLAs), which shift the focus from just meeting metrics to enhancing the overall experience for end users. By integrating AI and automation, organizations can transform their ITSM operations, moving beyond reactive fixes to proactive, personalized, and seamless service delivery. 

Curious to learn more? Join our upcoming webinar where industry experts from Quinnox share insights on how AI and automation are redefining ITSM, helping organizations transition from SLA-driven models to XLA-focused strategies.