The Xperience Level Agreement (XLA) complements the traditional IT Service Level Agreement (SLA). Where SLAs control technology output, XLAs measure user experience. Where SLAs are about numbers, people are about feelings, emotions and perceptions. XLA shifts the focus from technology to people. Understanding the human experience in IT will help us create greater value for customers. With Experience Management (XM), we strive to improve user experience and business impact through collaboration. It is through collaboration that the XLA Institute aims to accelerate the XLA movement – worldwide.