Experience Level Agreements (XLAs) are a reimagining of SLAs that focus on what’s most important to end-users. Within these XLA targets are end-user-centric metrics and key performance indicators (KPIs) focusing on the perceived quality of IT services and support. They measure the performance of IT by quantifying the end-user experience and IT service outcomes. Ultimately, XLAs measure performance in outcome and value terms, whereas SLAs usually focus on operations and outputs