How To Make XLAs Work For Your Team With AI in ITSM

Presented by

Sunny Singh, Senior Marketing Manager, Freshworks

About this talk

Did you know 99% SLA attainment on your service desk does not always mean your customers are happy. In fact, in many cases, great SLAs do not have a positive correlation with CSAT scores. This is because the experience we deliver is so important, customers are willing to wait for a better experience. But with service desk demand on the rise, how do you ensure you are hitting both SLAs and XLAs?

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The Service Desk Institute (SDI) has been connecting service professionals across the world since 1988 and is the leading global community for everyone working in the service and support industry. Our mission is to inspire service desks and support teams to be brilliant. With a passion for providing industry best practice and sharing knowledge, SDI is dedicated to guiding, inspiring, and connecting ITSM, service desk and support communities. A respected, trusted and independent advisor to the industry, SDI has inspired thousands of organisations and professionals around the world to embark on journeys of service improvement and to be the best they can possibly be. For more information, visit