38. #XLA - Why SLAs Miss the Reality of a Situation, with TOPdesk's Hannah Price

Pasi is joined by TOPdesk Service Management Consultant, Hannah Price. In this episode, Hannah and Pasi discuss the importance of tailoring XLAs to an organization as well as bringing the customer into the conversation to truly impact the customer experience. ---------------------------------------------- Topics Covered in this episode: Why XLAs need to be tailored to an organization Bringing customers into the XLA conversation  ------------------------------------------------- Hannah Price Hannah has been working for TOPdesk for over seven years, helping clients implement ideas on-premises and SaaS solutions, as well as designing and optimizing their processes. As well as this, Hannah is a frequent blog writer in the ITSM industry, including her article for ITSM.tools - What exactly are XLAs and how do you use them? Read more of Hannah's Blogs: TOPdesk ITSMtools Find Hannah on LinkedIn ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Read our The Practical Guide to XLAs. Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd