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In recent years, IT leaders have recognized the growing significance of experience management, realizing that traditional service level agreements (SLAs) often fail to fully measure service success. This video discusses experience level agreements (XLAs) and their rising prominence in service management. While SLAs have historically been used to assess service provider performance, they typically rely on metrics such as transaction success rates and service availability, which can be misleading. This is exemplified by the "watermelon effect," where superficially positive metrics (green) do not reflect the customer's true experience. XLAs aim to provide a more holistic view of the end-to-end support experience, better aligning with customer expectations.