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A new way of working has emerged from the COVID-19 pandemic. As a result, a large portion of the workforce will continue to work remotely for an indefinite period. This poses a whole new set of workplace challenges for enterprises.

Traditional SLAs designed for users working from dedicated premises or devices are increasingly becoming irrelevant in this pandemic. Workplace leaders are realizing that in the current situation they must measure service performance using parameters that directly correlate to end-user experience. This corresponds to a paradigm shift in how service providers are assessed. Welcome to the era of XLAs or experience level agreements.

While traditional SLAs typically measure service efficiency, XLAs go a notch above and can also measure user productivity improvements. Co-created by HCL and ISG, this whitepaper takes a deeper look at XL measurement, common classifications, HCL’s approach to XLAs and a comprehensive roadmap for enterprises considering an XLA approach.

Read this whitepaper to find out the best practice for enterprises that intend to take the XLA route.