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In recent years, IT leaders have recognized the growing significance of experience management. Traditional service level agreements (SLAs) often fail to fully measure the success of service strategies. This video discusses experience level agreements (xLAS) and their rising prominence in service management. While SLAs have been the standard for evaluating service provider performance based on metrics like transaction success rate and service availability, these indicators often fall short from the customer’s perspective. They fail to encompass the complete end-to-end support experience. The "watermelon effect" highlights this issue, where external metrics may appear positive (green) while the actual customer experience is lacking.