Transitioning from SLAs to XLAs in Government IT Operations

Transitioning from SLAs to XLAs in Government IT Operations

Introduction In the rapidly evolving landscape of Information Technology (IT), government agencies at the Federal, State, and Local levels face increasing pressure to deliver exceptional service to their constituents. Traditionally, Service Level Agreements (SLAs) have been the cornerstone of measuring IT performance, focusing primarily on operational metrics such as uptime, response times, and resolution rates. […]