This document provides guidance on managing experience of services that are managed using a service management system (SMS) based on ISO/IEC 20000-1. The target group for this standard includes professionals and organizations interested in using customer or user experience management (XM). This document is intended to be applied to control the value of the services and to supplement the quality of the services provided. Experience management is not a stand-alone method but should be integrated into the existing service and project governance, management and implementation. NOTE This document does not distinguish between internal and external service providers. However, this standard does assume that there will be several parties involved in the collaboration. XM applies to external service providers and their suppliers, as well as to internal service providers. This document consists of the following sections: - Clause 4 provides an overview of ISO/IEC 20000-1 and the service management system; - Clause 5 introduces Experience Management (XM) and the framework to set this up between service providers and customers; - Clause 6 reviews the requirements of ISO/IEC 20000-1 and discusses the customer experience of an SMS based on those requirements; - Annex A discusses the differences and similarities between service level agreements (SLA) and experience level agreements (XLA).