Experience Level Agreements (XLA)

Last modified on 2023/05/22 16:43

XLAs (Experience Level Agreements) are key performance indicators that focus on end-user perception of the quality of IT support and services.

  • They are used to measure real-time user experience by capturing and quantifying data on user feedback and satisfaction.
  • Their aim is to continuously improve user experience at each step of the user request by increasing the value proposition of the services provided.

What is the difference between an SLA and an XLA?
SLAs and XLAs are complementary metrics for measuring the performance of IT services.

  • SLAs measure the processing time required. They focus on availability targets and service restoration times.
  • XLAs measure user experience in service consumption. They focus on end-user experience.


  • Agreements added by users can be deleted.
    You cannot delete any type of agreement as long as it is in use in the application. If you try to do so, a blocking error message will appear.

Menu access

Service Design > Service Levels > Experience Level Agreements (XLA)

Description of tabs



Create a new item Delete an item or association with a related item

Run the New wizard at the top of the tab

Fundamentals - Form - New wizard.png

Move the cursor over the corresponding item and click Trash icon.png

Fundamentals - Form - Delete wizard.png


Name: Name of the agreement.

Code: Agreement code used to identify it in a unique way.

Start Date/End Date: Agreement validity period.

Version: Agreement version number.

Next Review Date: Date on which the manager should renegotiate the agreement's terms and conditions and decide if it should be renewed.

Manager: User in charge of the agreement. This user negotiates the agreement's terms and conditions and decides if it should be renewed.

Location: Location for which the agreement was signed.

Department: Department for which the agreement was signed.

Supplier: Supplier with which the agreement was signed.

Description: Description of the agreement.

Note: Comments on the form. You can also add images or tables in this field using HTML tags.


List of configuration items (CI) associated with the agreement.


List of catalog entries associated with the agreement.


List of trends associated with the agreement.


List of alerts associated with the agreement.


List of reports associated with the agreement.

History of Changes


List of all modifications made to the form of the current object. 



List of documents attached to the current object. Open url.png See uploading and downloading documents.

Procedure: How to create an XLA

Step 1: Create an XLA record

1. Select References > Other References > Agreement Types in the menu.

2. Create a new XLA record in the Agreement Types table.

Step 2: Create the XLA form

1. Select Service Design > Service Levels > Experience Level Agreements (XLA) in the menu.

2. Click + New.

3. Complete the information required.

4. Click Finish.

Step 3: Manage reports in the XLA form

1. Select the Reports tab.

1. Click + and select the relevant report.

Note: Only XLA reports that the user profile is authorized to access will appear.

The report will automatically be associated with the XLA form.

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