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over the course of the last several years it leaders have become aware of the increasing importance of experience management and often when measuring the success of their service strategy traditional service level agreements or slas fall tragically short in this video well talk about xlas or experience level agreements and why theyre quickly gaining ground in the world of service management first off whats wrong with slas well theres nothing really wrong with them they just dont tell the full story for years service level agreements were the main reference point to determine whether the service provider is meeting the clients expectations the problem is that the metrics used by slas such as transaction success rate or service availability makes sense to a service manager but for a customer they fall short they dont capture the entirety of the end-to-end support experience have you ever heard of the watermelon effect its when metrics on the outside are green which means theyre