{"id":151708,"date":"2026-02-23T17:16:24","date_gmt":"2026-02-23T20:16:24","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/?p=151708"},"modified":"2026-02-25T17:21:27","modified_gmt":"2026-02-25T20:21:27","slug":"service-level-agreement-sla-in-itil-5-the-evolution-toward-user-experience","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/service-level-agreement-sla-in-itil-5-the-evolution-toward-user-experience\/","title":{"rendered":"Service Level Agreement (SLA) in ITIL 5: The Evolution Toward User Experience"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">In modern service management, success is no longer measured only by \u201cservers up\u201d or \u201ctechnical availability.\u201d <a href=\"https:\/\/sandbox2.institutopmg.com\/en\/itil-version-5-launch-official-information-pmg-academy\/\">With the release of ITIL 5<\/a>, the focus has shifted dramatically toward value co-creation and customer experience. In this context, the Service Level Agreement (SLA) in ITIL 5 stops being a simple penalties-based contract and becomes a strategic alignment tool.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you are an IT manager or pursuing the Foundation certification, understanding how to structure an SLA in this new version is essential. The framework now requires us to look beyond the obvious, integrating sustainability metrics and human perception into the organization\u2019s Value System.<\/span><\/p>\n<p><strong>Read also: <a href=\"https:\/\/sandbox2.institutopmg.com\/en\/articles\/itil\/the-definitive-guide-to-itil-version-5-foundation\/\">The Definitive Guide to ITIL 5<\/a><\/strong><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Navegue por t\u00f3picos de interesse:<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-level-agreement-sla-in-itil-5-the-evolution-toward-user-experience\/#What_is_an_SLA_in_ITIL_5\" >What is an SLA in ITIL 5?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-level-agreement-sla-in-itil-5-the-evolution-toward-user-experience\/#Integrating_User_Experience_UX_into_the_SLA\" >Integrating User Experience (UX) into the SLA<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-level-agreement-sla-in-itil-5-the-evolution-toward-user-experience\/#Service_Level_Management_SLM_and_the_Value_System\" >Service Level Management (SLM) and the Value System<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-level-agreement-sla-in-itil-5-the-evolution-toward-user-experience\/#How_does_the_ITIL_5_SLA_boost_your_career\" >How does the ITIL 5 SLA boost your career?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-level-agreement-sla-in-itil-5-the-evolution-toward-user-experience\/#Want_to_master_ITIL_5_and_become_a_Service_Management_specialist\" >Want to master ITIL 5 and become a Service Management specialist?<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"What_is_an_SLA_in_ITIL_5\"><\/span><b>What is an SLA in ITIL 5?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">According to official material, a Service Level Agreement (SLA) in ITIL 5 is a documented agreement between a service provider and a customer that identifies the services provided and the agreed level for each of them. Its main function is to establish a shared understanding of the expected and achieved quality.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Unlike previous versions, ITIL 5 recognizes that the level of formality and customization of an SLA depends directly on the type of relationship (basic, cooperative, or collaborative) and the nature of the digital product.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For an SLA to be considered complete in this new era, it should address at least four dimensions:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Utility:<\/b><span style=\"font-weight: 400;\"> What the service does (functionality).<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Warranty:<\/b><span style=\"font-weight: 400;\"> How the service performs (availability, security).<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Sustainability:<\/b><span style=\"font-weight: 400;\"> The environmental and social impact of the service.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Experience:<\/b><span style=\"font-weight: 400;\"> How the user feels when interacting with the service.<\/span><\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Integrating_User_Experience_UX_into_the_SLA\"><\/span><b>Integrating User Experience (UX) into the SLA<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">One of the most pragmatic changes in ITIL 5 is its recommendation on experience management. In the past, many organizations tried to create separate \u201cExperience Level Agreements\u201d (XLAs) alongside traditional SLAs.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">ITIL 5 simplifies this approach: for services consumed by people (with direct touchpoints), it is a recommended practice to include user experience metrics directly in the SLA.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This integration is essential because the value of a service is perceived by the customer as an inseparable combination of utility, warranty, sustainability, and experience. If the system is fast (warranty) but difficult to use (experience), the final value to the organization\u2019s Value Chain is reduced.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Service_Level_Management_SLM_and_the_Value_System\"><\/span><b>Service Level Management (SLM) and the Value System<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">The effectiveness of a Service Level Agreement (SLA) in ITIL 5 depends on the Service Level Management (SLM) practice. This practice is responsible for continuously monitoring, reporting, and reviewing agreements to ensure they remain relevant.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Within the Value System, SLM acts as a communication bridge. It ensures that:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Customer expectations are translated into clear technical targets.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The Value Chain receives ongoing feedback on real service performance.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">There is a continual improvement cycle based on real data, not just technical assumptions.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">For IT professionals, mastering SLM means being able to turn technical data into value-based reports that executive leadership can understand and support.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"How_does_the_ITIL_5_SLA_boost_your_career\"><\/span><b>How does the ITIL 5 SLA boost your career?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Understanding the new structure of the Service Level Agreement (SLA) in ITIL 5 puts you ahead in the job market. Organizations are no longer looking only for technicians who can configure tools, but for managers who can ensure the delivery of business outcomes.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By applying these concepts, you help your organization:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reduce the gap between what IT delivers and what the business expects.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Improve end-user satisfaction through experience metrics.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Demonstrate compliance with sustainability goals (ESG), which are increasingly demanded by the market.<\/span><\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Want_to_master_ITIL_5_and_become_a_Service_Management_specialist\"><\/span><b>Want to master ITIL 5 and become a Service Management specialist?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">At <\/span><b>PMG Academy<\/b><span style=\"font-weight: 400;\">, we offer complete training aligned with PeopleCert\u2019s official guidance. Get ready for certifications and turn your technical knowledge into strategic authority.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Do you already include experience metrics in your current agreements? Share your experience in the comments\u2014let\u2019s talk about the challenges of SLAs in the digital era!<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>In modern service management, success is no longer measured only by \u201cservers up\u201d or \u201ctechnical availability.\u201d With the release of ITIL 5, the focus has shifted dramatically toward value co-creation and customer experience. In this context, the Service Level Agreement (SLA) in ITIL 5 stops being a simple penalties-based contract and becomes a strategic alignment [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[8074],"tags":[],"class_list":["post-151708","post","type-post","status-publish","format-standard","hentry","category-itil"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Service Level Agreement (SLA) in ITIL 5: The Evolution Toward User Experience - PMG Academy<\/title>\n<meta name=\"description\" content=\"In ITIL 5, the Service Level Agreement (SLA) has evolved from a simple contract into a strategic alignment tool.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-level-agreement-sla-in-itil-5-the-evolution-toward-user-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Level Agreement (SLA) in ITIL 5: The Evolution Toward User Experience\" \/>\n<meta property=\"og:description\" content=\"In ITIL 5, the Service Level Agreement (SLA) has evolved from a simple contract into a strategic alignment tool.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/sandbox2.institutopmg.com\/en\/service-level-agreement-sla-in-itil-5-the-evolution-toward-user-experience\/\" \/>\n<meta property=\"og:site_name\" content=\"PMG Academy\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/PMG.Academy.Brasil\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/adriano.martinsantonio\" \/>\n<meta property=\"article:published_time\" content=\"2026-02-23T20:16:24+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-02-25T20:21:27+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2021\/02\/23190406\/cropped-Asset-1%40azul-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1080\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Adriano Martins Antonio\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Adriano Martins Antonio\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/service-level-agreement-sla-in-itil-5-the-evolution-toward-user-experience\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/service-level-agreement-sla-in-itil-5-the-evolution-toward-user-experience\/\"},\"author\":{\"name\":\"Adriano Martins Antonio\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/person\/4ff5bc0806b04dd72d25d14a443360e7\"},\"headline\":\"Service Level Agreement (SLA) in ITIL 5: The Evolution Toward User Experience\",\"datePublished\":\"2026-02-23T20:16:24+00:00\",\"dateModified\":\"2026-02-25T20:21:27+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/service-level-agreement-sla-in-itil-5-the-evolution-toward-user-experience\/\"},\"wordCount\":627,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#organization\"},\"articleSection\":[\"ITIL\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/sandbox2.institutopmg.com\/en\/service-level-agreement-sla-in-itil-5-the-evolution-toward-user-experience\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/service-level-agreement-sla-in-itil-5-the-evolution-toward-user-experience\/\",\"url\":\"https:\/\/sandbox2.institutopmg.com\/en\/service-level-agreement-sla-in-itil-5-the-evolution-toward-user-experience\/\",\"name\":\"Service Level Agreement (SLA) in ITIL 5: The Evolution Toward User Experience - 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