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
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See which use cases helped Refinitiv achieve its IT success, and find other cases suitable to your company needs.




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