This paper explores the concept of experience level agreements (XLAs), explains how this is addressed in ITIL® 4, and provides practical recommendations on the subject. It is aimed at service management practitioners who are familiar with ITSM and, specifically, with the concept of SLAs.
This paper aligns with concepts and recommendations in ITIL 4 publications that were published and under development at the time of writing. Some ITIL 4 content and definitions may change slightly before the Managing Professional books are published, but the key messages and solutions will not.
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