Managing service providers is more important than ever in today’s complex world – but organizations often use outdated Service Level agreements with substandard results.  This panel will discuss three ways to modernize Service Levels: (1) Leveraging a mix of SLAs, OLAs, and XLAs to effectively measure cross-supplier relationships; (2) Updating SLAs to be relevant for the modern enterprise; and (3) Ensuring that Service Levels capture the “empathy” experience of customers.