To succeed in the digital arena companies need engaged tech-savvy people to combine ideas, concepts, and technologies into innovations. This involves much more right-brain thinking – creativity, empathy, and seeing the bigger picture – than in traditional IT jobs. ‘Just’ being logical, analytical, and zeroing on coding details is not enough anymore. A launching pad for more right-brain thinking is to recalibrate service level agreements. Today’s SLAs are too complicated and missing context. Marco Gianotten uses paradoxical intervention for breakthroughs in outsourcing relationships. He is the spiritual father of the experience level agreement and designed XLAs for F-500 companies. He will show how to reinvent the use of KPI’s.