An XLA helps the IT manager with insight and direct feedback, but also staff with bottlenecks that may not always be obvious, or things that are simply missed in daily IT management. It also allows a manager/board of directors to better put wishes and frustrations on the table outside of daily IT in a natural way. Proactive management, security, continuity, monitoring... it is all useful and necessary. But you also have to deal with people. There is still a great deal of profit to be made in this area.