The XLA Enigma: Cracking the MSP Code

XLA for Managed Service Providers

From buzzword to real value

More and more customers are asking for XLAs—but often without fully understanding what they actually want to achieve. These requests typically show up late in the sales process, with vague expectations and unclear goals. For Managed Service Providers, that means a lot of backtracking, explaining, and resetting.

The key? Start early. Ideally before the RFP stage. Help customers define what they really mean by “XLA” and what experiences they want to improve. That way, you create shared understanding and achievable outcomes.

We also see other challenges: customers insisting on using their own tooling, rigid contractual targets, or internal teams who fear XLA is just another performance stick. The answer to all of this is mindset. XLA should be a shared journey. Take a tool-agnostic approach, involve your internal teams early, and explain that XLA reflects the entire customer experience—not the performance of one team.

And finally: make sure your sales and delivery teams are confident in what they’re selling. XLA starts with knowledge. Train your key people, even at a basic level, so they can have credible conversations and build trust from day one.

In short: XLA works—if you do it right. Start early, create internal alignment, and build real value with your customer.