What is XLA and why is it relevant?
XLA is a term that is gaining a foothold in the IT world, but not everyone uses the same definition. Robin notes that XLA goes beyond a simple measurement of customer satisfaction. “If you ask 10 people, you'll get six different explanations of what XLA is,” he says. XLA aims to capture the actual impact of IT services on users and map their overall journey. This helps identify areas for improvement and deliver a better experience to end users.
The power of operational data alongside experience
XLA links three types of data together to provide a complete picture of the customer experience:
Robin emphasizes that connecting these three data streams is crucial to gain insight into where the pain points are and what can be improved. “You have to be able to connect to the extent that you know where the pain is and where the potential for improvement lies,” he explains. This goes beyond measurement; it's about taking action to actually improve the end-user experience.
XLA versus SLA: a different way of thinking
The difference between SLA (Service Level Agreements) and XLA is in the mindset. Whereas SLAs focus on output (such as resolution times), XLA focuses on the user's actual experience - the outcome. Robin points out that XLA requires a change in behavior from IT organizations: “The difficult thing about XLA is that it's not just about data, it's about behavior.” This means that organizations are not only concerned with measuring technical performance, but also need to think about how this performance contributes to a positive user experience.
A real-world example: an SLA may measure that an incident is resolved within four hours. But XLA looks at how the solution actually helped the user. Has their work process improved, or are they still experiencing the same problems? This approach requires a continuous process of measuring, improving and collaborating with customers.
From measurement to improvement: implementing XLA
Implementing XLA requires a planned approach in which the organization makes changes in small steps. XLABS recommends starting with a three-month period of defining the desired customer experience, collecting and analyzing the right data, and then taking action to make improvements. “You have to make it insightful, that's one thing, and you have to make it concrete in small steps,” Robin said.
It doesn't just stop at measurement; XLA must become part of an ongoing dialogue with IT teams, service providers and end users. This means organizations need to communicate regularly about what is going well and where improvements can still be made. “Having the conversation about what is going well and where improvements can still be made is essential.”
Certification and the NEN standard for XLA
With the growing demand for a formal standard, the Netherlands has developed the NEN 8038 standard for XLA. This standard ensures a clear and consistent approach to Xperience Level Agreements. In addition, Robin announced that XLABS is working on a new MSP certification for XLA, which will help organizations standardize and improve their services. “You want the inventor to be able to differentiate in an RFP request and for MSPs to be able to demonstrate on this that they are compliant with the XLA standard,” Robin explains.
Getting started with XLA: practical tips for IT professionals
Robin advises IT professionals who want to get started with XLA to start small and focus on a few core areas within the organization. Start with 2-3 services that are important to the organization, map them well and define the desired customer experience. Collect relevant operational data and make sure there is a constant feedback loop with users. But above all, “Stay critical and keep communicating with your end users; it's not just about measuring, but above all about improving.”
Conclusion: a continuous process of improvement and adaptation
XLA provides a valuable framework for IT professionals who want to improve the perception and experience of end users. By collecting the right data, changing behavior and continuously improving, IT teams can create real value for their customers and employees.
Listen to the full podcast episode
Curious to learn more insights about XLA and how to apply it in your organization? Listen to the full episode of the podcast Typical Joost, in which Robin Marchand takes a deeper look at customer experience, the impact of XLA and how to put these principles into practice.
© 2023 - 2025 Joost-IT | Layout & design Matthja Grafisch Ontwerp & De Goudse Wolf
© 2023 - 2025 Joost-IT
Layout & design Matthja Grafisch Ontwerp
& De Goudse Wolf