Experience management and XLA are getting more exposure nowadays, but you should first consider why it is a good idea for service providers to consider using experience management. Or, from the opposite perspective, are there reasons why a service provider should not be using experience management?
The article below provides answers to both questions, linking them to the International Standard for service management, ISO/IEC 20000-1, and the upcoming Technical Specification on Experience Management and XLA, ISO/IEC 20000-18.
Read this Article for more information.