IT Service Transformation from SLAs to XLAs

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"We improved and maintained high feedback ratings, and we won’t stop improving"

Mark Bewick


  • 22000 employees
  • Platform: ServiceNow
  • Usage started: February, 2019

Refinitiv embarked on the journey to investigate and redefine their IT service. The journey unearthed common pain points, the “3 main ingredients of employee happiness” and confirmation that traditional metrics need “help” to consider employee experience.