XLAs: a must for a happy service desk

Presented by

Aniek van de Griendt, Product Owner Consumer Experience, ABN AMRO Bank

About this talk

Experience Level Agreements (XLAs) are an ever growing topic. For a good reason. At ABN AMRO, one of the largest banks in the Netherlands, we believe XLAs are a must for a happy service desk. With XLAs, you measure what truly matters, not what happens on the service desk. Resulting in fewer tickets, more efficient employees and better service experience. In this presentation, Aniek from ABN AMRO, will walk you through what an XLA is and show you examples of XLAs in action.
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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 www.servicedeskinsitute.com