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Refinitiv's IT Service Transformation - From SLAs to XLAs

Have you ever wondered what drives end-user happiness and productivity?

Refinitiv is one of the world’s largest providers of financial markets data and infrastructure. Watch our on-demand webinar to learn how a division of Refinitiv changed their whole approach to end-user Experience Management in IT.

In this webinar, Pasi Nikkanen is joined by Refinitiv's Director of Service Improvement, Mark Bewick and Head of Service Management, Neville Hughes, discussing how Refinitiv changed their operations to implement experience-led IT with their external service desk. They also explain how they focused heavily on removing 'watermelon' reports by moving from SLAs to XLAs.

Not only this, Refinitiv also undertook the challenge of aiming very high in terms of incident reduction, incident resolution time and employee communication.

During Refinitiv's IT Service Transformation, they unearthed three key ingredients of employee happiness, achieving remarkable results in end-user happiness!
Recorded Apr 8 2021 45 mins
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Presented by
Pasi Nikkanen, Mark Bewick and Neville Hughes
Presentation preview: Refinitiv's IT Service Transformation - From SLAs to XLAs

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  • Experience Management for ServiceNow Recorded: May 6 2021 53 mins
    Sami Kallio and Pasi Nikkanen
    Investing in ServiceNow comes with expectations of a happier and more productive workforce.
    Having real-time IT Experience data gives you a continuous stream of insights into what your end-users need. Focusing on their needs leads to happiness and productivity.

    In this webinar, you’ll learn how to tackle three key areas, which deliver proven value to your Now Platform:

    1. How to improve and maintain the experience of IT end-users
    2. Showing the ROI of the Now Platform with continuously measured increases in productivity
    3. Starting Experience Management without customizing your ServiceNow

    CEO Sami Kallio and GGO Pasi Nikkanen from HappySignals will explain how Experience Management for IT allows you to create a single key metric to follow in your whole organization. Learn from customer cases about how increasing end-user happiness creates, on average, a 26% increase in productivity and how to start your Experience Level Agreement (XLA) journey in days. All without needing to custom build anything in your Now Platform.

    Designed and Built for ServiceNow

    “From the start, our focus has been on people rather than technology and processes. Our Experience Management Platform for IT enables companies to understand how happy people are with enterprise services and proving that happiness leads to increased productivity. It used to be difficult to convince people that it made sense. However, in the last couple of years, employee experience has become a top priority at almost every level of the organization”. – Sami Kallio, CEO, HappySignals
  • How to prove value of Now Platform and IT Services through Experience Management Recorded: Apr 23 2021 94 mins
    Pasi Nikkanen (Host), Johanna Länsisaari, Dr Ozan Acar
    Knowing what is important to your end-users is essential to getting ROI from your support services, as well as your investment in ServiceNow. But how do you achieve this?


    Join our discussion 'From Signal to Action' on Friday 23rd April at 12:00 GMT / 13:00 CET
    to learn how to create human-centric IT – helping to prove the value of your ServiceNow platform and IT services.

    HappySignals customer Ahlstrom-Munksjö has enjoyed significant improvements and result from its focus and efforts on improving employee experience – with a 112% increase in end-user happiness and a 68% decrease in lost time.

    In this webinar you will learn:

    - How using ServiceNow for workflows and HappySignals for people analytics leads to better end-user experiences and productivity (with practical examples)
    - How to bring XLA thinking and an Experience Management framework to your existing ServiceNow implementation
    - Why cultural changes are crucial in transforming IT into human-centered service experiences, featuring a Case Study from Ahlstrom-Munksjö

    Featured speakers:
    Host: Pasi Nikkanen, Chief Growth Officer, HappySignals
    Dr. Ozan Acar, Head of IT Delivery and Partner Management, Ahlstrom-Munksjö
    Johanna Länsisaari, Solution Consultant, ServiceNow
  • How Reckitt adopted Experience Level Agreements (XLAs)? Recorded: Apr 14 2021 46 mins
    Pasi Nikkanen, Prashant Arora, Andrew Murphy
    Reckitt is a consumer goods company that manufactures, markets, and sells health, hygiene, and home products with a global workforce of over 42,000 employees based in more than 60 countries. They embarked on a mission to transform their IT operations with ServiceNow – with a view to delivering a ‘best in class’ service experience for its employees across all touchpoints globally.

    "By measuring how happy colleagues are with its services, Reckitt’s NextGen IT Ops support team can pinpoint where it needs to improve so it can best help the whole company focus on its purpose to protect, heal and nurture".

    Join our webinar to learn how Reckitt has been able to see a 51% increase in employee happiness with IT services, and an increase in survey responses from just 4% to an impressive 25%. For an organization that registers over 300,000 tickets annually, that's over 250,000 hours of employee lost productivity saved in a year.

    In this webinar you learn:
    • How Reckitt is successfully using experience level agreements (XLAs) to transform their IT services
    • What kind of cultural changes was involved with the new way of working
    • What has been the impact on end-user experiences and productivity until today
    • Lessons learned

    There will be a Q&A session at the end of the presentation.

    At the stage:
    Pasi Nikkanen, CGO and Co-founder of HappySignals
    Prashant Arora, Head of Global Service Experience & Automations, Reckitt
    Andrew Murphy, IS Manager - User Technology & Services EMEA, Reckitt
  • Refinitiv's IT Service Transformation - From SLAs to XLAs Recorded: Apr 8 2021 45 mins
    Pasi Nikkanen, Mark Bewick and Neville Hughes
    Have you ever wondered what drives end-user happiness and productivity?

    Refinitiv is one of the world’s largest providers of financial markets data and infrastructure. Watch our on-demand webinar to learn how a division of Refinitiv changed their whole approach to end-user Experience Management in IT.

    In this webinar, Pasi Nikkanen is joined by Refinitiv's Director of Service Improvement, Mark Bewick and Head of Service Management, Neville Hughes, discussing how Refinitiv changed their operations to implement experience-led IT with their external service desk. They also explain how they focused heavily on removing 'watermelon' reports by moving from SLAs to XLAs.

    Not only this, Refinitiv also undertook the challenge of aiming very high in terms of incident reduction, incident resolution time and employee communication.

    During Refinitiv's IT Service Transformation, they unearthed three key ingredients of employee happiness, achieving remarkable results in end-user happiness!
  • Ahlstrom-Munksjö's Journey to Experience-led IT Recorded: Mar 25 2021 27 mins
    Pasi Nikkanen, Dr. Ozan Acar and Tuna Ozcer
    Watch this webinar to learn how in the last 12 months, Ahlstrom-Munksjö, together with Tech Mahindra, achieved a 112% increase in happiness and a decrease of 69% in lost time of end-users with their 'Project Happy' - by continually measuring and improving the IT Experience.

    Speakers:

    Dr. Ozan Acar, Head of IT Delivery and Partner Management
    Tuna Ozcer, Global IT Manager - User Care and IT Process Management

    You'll learn in 25 minutes:

    - How they built 'Project Happy' - challenges and wins
    - How to add XLAs into the MSP contracts - with rewards, not just sanctions
    - Why experience data is so important for IT Management Teams

    Ahlstrom-Munksjö is a global leader in fiber-based materials, supplying innovative and sustainable solutions to its customers with 7.800 employees.
Experience Management for IT enabling businesses transform
HappySignals is an Employee Experience Management Platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. We discover the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on avarage. For more information, visit www.happysignals.com.

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  • Title: Refinitiv's IT Service Transformation - From SLAs to XLAs
  • Live at: Apr 8 2021 1:00 pm
  • Presented by: Pasi Nikkanen, Mark Bewick and Neville Hughes
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