Ten years from now, it will feel astonishing that there was around a fifty-year gap between the mainstreaming of Service Level Agreements (SLAs) and Experience Level Agreements (XLAs). While SLAs have been common since the 1980s, it’s only in the last few years that XLAs have started to gain momentum.
The imminent adoption of ISO 20000-18 will propel XLAs even further. To comply with the new standard, organizations will be required to manage the digital experiences of both customers and users, integrating Experience Management (XM) into existing governance, management, and implementation processes.
