When Green Isn’t Good Enough: Why We Chose XLAs
Hosted by Karen Paxford
Traditional SLAs consistently showed green, yet colleague feedback told a different story. I share our journey from measuring system performance to understanding lived experience through XLAs.
I will explain why SLAs alone were no longer sufficient, how we secured senior leader buy in, identified the moments that matter most to colleagues, and how we combined our data to reveal real service friction. I will cover what it took to design, pilot and embed our first XLAs, the lessons we learned along the way, and how and how experience insights are now shaping IT service improvement.
Who is this Breakout for?
This breakout session is designed for beginners just starting their journey with XM and XLAs. Through this breakout, attendees will
- Gain insight into what worked, what we learned, and the critical enablers.
- Learn how NFU Mutual designed and implemented XLAs in practice.
