Ever since the service management frameworks were introduced, we have learned about SLA, the Service Level Agreement, as the bridge between those who purchase and use services and those who provide them.
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An SLA is a (contractual) agreement built on several measurable metrics and targets that will give a good understanding of what should be delivered.
The main objective of an SLA is to find the balance between expectations (customers and users) and ability (service provider, including all its suppliers).
But is this enough? Are all happy and satisfied when all measures and KPIs are green?
The answer is No. The next level of agreement is called Experience-Level Agreement (XLA), which this whitepaper is all about.