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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 704: A Fresh Look at SLAs

Jeffrey Tefertiller  (Founder and Executive Consultant, Service Management Leadership)

Location: Grand Ballroom 106/107

Date: Friday, May 20

Time: 9:00 am - 10:00 am

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Pursuing Service Excellence, Optimizing the Support Organization

Session Type: Session

Vault Recording: TBD

Audience Level: All

Service level agreements have evolved away from their original, intended purpose. Initially developed to manage the performance of services, SLAs have been reduced to measuring process activities and outputs. One common SLA is first-call resolution, and while it's a fine metric, it doesn't measure a service.

We have forgotten that the S in SLA stands for service. And so we have two choices: either repair the SLA process or bring in additional context in the form of experience management. In this session, Jeffrey Tefertiller will break down these choices and explain how to incorporate each into your current environment.


In this session, participants will gain an understanding of:

  • SLAs and their intended purpose
  • Experience management
  • Incorporating XLAs as context to SLAs