Refinitiv's IT Service Transformation - From SLAs to XLAs

Presented by

Pasi Nikkanen, Mark Bewick and Neville Hughes

About this talk

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!

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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