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In recent years, IT leaders have recognized the growing importance of experience management. Traditional SLAs are not sufficient in measuring service success. XLAs, or Experience Level Agreements, are becoming popular as they provide a more comprehensive view. SLAs, while not inherently flawed, do not fully capture the customer experience. Metrics like transaction success rate and service availability may look good on the surface but may not reflect the entire end-to-end support experience, leading to the "watermelon effect."
