Navigating Business Challenges with Design Thinking - Webinar

[@garrieirons]

Does Rafel have a definition that is "ready to share" for an XLA (eXperience Level Agreement)?

[@rafaczarny4112]

Hi @garrieirons! I have one definition that speaks to my heart :) It is: The Experience Level Agreement (XLA) is a formalised agreement that focuses on measuring and ensuring the quality of the user experience taking into account the emotional and experiential aspects of service delivery. The main idea behind XLA is to align IT services and business processes with the end-user experience, creating a more user-centric approach to service management.