IT Service Transformation from SLAs to XLAs
We improved and maintained high feedback ratings, and we won’t stop improving
- Mark Bewick
Refinitiv embarked on the journey to investigate and redefine its 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.
- Industry: Financial Services
- Employees: 22000
- Platform: ServiceNow
- HappySignals since: Feb 2019
Use cases where Refinitiv
See which use cases helped Refinitiv achieve its IT success, and find other cases suitable to your company needs.
- Digital transformation
- Manage IT vendors
- Fix the 'Watermelon Effect' in IT
- Continual service improvement
- Happiness as a common focus for IT
- Moving from SLAs to XLAs