Many IT organizations rely on traditional Service Level Agreements (SLAs) to measure success. On paper, everything might look green—tickets are closed on time, systems meet uptime targets, and reports show compliance. Yet end users often experience frustration, delays, and disruptions.
This gap is famously captured by the Watermelon SLA: green on the outside, red on the inside. SLAs are often IT-driven, focusing on individual technical components rather than the overall user experience or business outcomes. Users may technically receive a service “on time,” but still struggle to get real value from it. The pandemic has made this gap even more visible, as remote work and higher expectations put traditional IT models to the test.
Experience Matters: Introducing XLA
Xperience Level Agreements (XLA) are designed to solve this problem by focusing on the actual experience and outcomes for end users. Instead of measuring just response or resolution times, XLA captures the real impact of IT services.
XLA brings together three key types of data:
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User experience data: satisfaction, ease of use, perceived value
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Operational data: incidents, requests, service events
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Technical data: system logs, performance metrics, and alerts
By connecting these data sources, XLA provides a complete view of where users struggle, allowing IT teams to focus on improvements that truly matter.
From Metrics to Mindset: Changing IT Culture
Implementing XLA requires a shift in mindset. IT teams move from asking “Did we meet the SLA?” to “Did this service genuinely help the user?”
This approach encourages:
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Collaboration between IT, service providers, and end users
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Continuous improvement, driven by real user feedback
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Alignment of IT performance with business outcomes, not just technical compliance
It’s about turning data into action and building IT services that create real business value.
Real Results: What XLA Can Deliver
Organizations that adopt XLA see tangible improvements:
✅ Higher user satisfaction – workflows run smoothly, frustration is reduced
✅ Faster problem resolution – IT identifies pain points early and acts proactively
✅ Improved business alignment – services directly support key outcomes
✅ Better communication and transparency – IT and business share a common view of success
✅ Reduced inefficiency – resources are focused on what really matters
✅ Trust in IT – users see IT as a partner, not just a service provider
In short, the frustrations hidden by Watermelon SLAs disappear, and IT becomes a trusted enabler of business success.
Watch the Video to Learn More
🎥 Want to see XLA in action? Discover how these approaches help IT teams deliver real value and measurable outcomes.