How Reckitt adopted Experience Level Agreements (XLAs)?


Reckitt is a consumer goods company that manufactures, markets, and sells health, hygiene, and home products with a global workforce of over 42,000 employees based in more than 60 countries. They embarked on a mission to transform their IT operations with ServiceNow – with a view to delivering a ‘best in class’ service experience for its employees across all touchpoints globally.

"By measuring how happy colleagues are with its services, Reckitt’s NextGen IT Ops support team can pinpoint where it needs to improve so it can best help the whole company focus on its purpose to protect, heal and nurture".

Join our webinar to learn how Reckitt has been able to see a 51% increase in employee happiness with IT services, and an increase in survey responses from just 4% to an impressive 25%. For an organization that registers over 300,000 tickets annually, that's over 250,000 hours of employee lost productivity saved in a year.

In this webinar you learn:
• How Reckitt is successfully using experience level agreements (XLAs) to transform their IT services
• What kind of cultural changes was involved with the new way of working
• What has been the impact on end-user experiences and productivity until today
• Lessons learned

There will be a Q&A session at the end of the presentation.

At the stage:
Pasi Nikkanen, CGO and Co-founder of HappySignals
Prashant Arora, Head of Global Service Experience & Automations, Reckitt
Andrew Murphy, IS Manager - User Technology & Services EMEA, Reckitt