Traditional SLAs; Should I remove them?

Presented by

Pasi Nikkanen (CGO)

About this talk

Experience Level Agreements (XLAs) are the topic everyone's talking about. But does this mean you should be removing your ‘set in stone’ SLAs and replacing them? SLAs have been labelled differently by ITSM thought leaders over recent years, bringing the question of whether or not they are serving a purpose to your IT organisation, or whether they are actually producing more harm than good. Sami, an avid supporter for removing SLAs, discusses with Pasi the importance of using the right metric for measurement - SLAs measure the process, XLAs measure the outcome and value. Furthermore, in this episode, we hear from Marte Thorbjønsen, the Director of IT Core Operations for Wilhelmsen group, and the decisions to remove SLA measurements from their Chat measurement. And if you thought that’s all we could get into a 15-minute episode, we also hear from XLA Collab CEO, Alan Nance, discussing HappySignals Global IT Experience Benchmark report data on the impact of including rewards in your agreements with your Service Desk, instead of SLAs and sanctions.
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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