How to Incorporate XLAs into Outsourcing Agreements

Presented by

John Noctor, SDI, Sami Kallio, CEO & Co-Founder, HappySignals & Neil Keating, CEO & Co-Founder, Bright Horse

About this talk

There's plenty of discussion about experience level agreements (XLAs) but very little practical guidance for IT service leaders on how to incorporate XLAs into their outsourcing agreements. For years, this topic has sparked ongoing debate and confusion among industry professionals. That's why HappySignals and Bright Horse teamed up to develop recommendations and best practices. Hear about real customer examples and gain practical advice and valuable learnings to transform your outsourcing strategy. 1. Learn what a contracted XLA looks like 2. Understand the contractual governance differences with XLAs and traditional metrics 3. Learn the options for contracting XLAs alongside the recommended approach 4. Learn how best to manage penalties/rewards
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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