For years, IT Managed Services have been measured almost exclusively through SLAs — response times, uptime percentages, and ticket closure metrics. But while SLAs may measure activity, they rarely reflect real user experience or business outcomes. In The Telegraph ’s New Year Business Guide , we explore why organisations should be thinking in terms of Experience Level Agreements (XLAs)  — and how focusing on the wrong measures can lead to choosing the wrong MSP. To explore th