HappyToday - The Employee Experience Podcast

In this episode of the HappySignals IT Experience podcast, host Sakari Kyrö speaks with service management and leadership consultant Sophie Hussey. They discuss the importance of future-proofing service management, the need for better education on service management in schools, and the visibility of career pathways in the field. Sophie emphasizes the significance of understanding the user experience, the role of service management in delivering services, and the challenges organizations face. They also explore the balance between data analysis and human insight, the role of mediation in service management, and how to recognize when external support is needed to improve organizational effectiveness.Follow Sophie on Linkedin: https://www.linkedin.com/in/sophiehussey/TakeawaysFuture-proofing service management is crucial for the industry.Education systems need to include service management in their curriculum.Service management can enhance user and colleague experiences.Visibility of career pathways in service management is lacking.Service management plays a significant role in delivering services effectively.Organizations often overlook the importance of talent management and leadership development.Reading between the lines can uncover deeper organizational issues.Data analysis must be complemented by human insight for effective decision-making.Mediation can help resolve conflicts and improve collaboration in teams.Recognizing symptoms of dysfunction can indicate the need for external support.Subscribe to our newsletterLinkedIn: ⁠https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/⁠Email: ⁠https://happysignals.com/itxm-insights

In this episode of the HappySignals IT Experience podcast, host Sakari Kyrö speaks with Alex Vallette, a seasoned professional in the publishing industry, about the current state of AI technology. They discuss the hype surrounding AI, the challenges small companies face in adopting it, and the importance of internal training and experimentation. Alex emphasizes that AI should be viewed as a support tool rather than a replacement for human jobs, and he shares insights on how to effectively implement AI in organizations while overcoming cultural barriers.Follow Alexandre on Linkedin: https://www.linkedin.com/in/alexvallette/TakeawaysAI is currently experiencing a lot of hype, but the reality may not meet expectations.Small companies often lack the expertise to implement AI effectively.Investing time in training employees is more crucial than spending money on consultants.AI should be seen as a support tool, not a replacement for human jobs.Experimentation with AI can lead to valuable insights and improvements.Cultural barriers can hinder AI adoption, but involving employees can help.The results of AI experimentation can provide targeted solutions for companies.AI's accuracy is improving, but it still requires human oversight.Understanding AI's capabilities is essential for successful implementation.The future of work will likely involve collaboration between humans and AI.Subscribe to our newsletter:LinkedIn: ⁠https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/⁠Email: ⁠https://happysignals.com/itxm-insights

In this enlightening conversation, Dave Snowden discusses the principles of complexity science and its application in organizational change. He emphasizes the importance of understanding human interactions over attempting to change behavior directly. The discussion covers the evolution of ideas, the coherence of theories, and the role of culture in decision-making. Dave also highlights the significance of storytelling in mapping organizational culture and the need for real-time pattern detection through micro scenarios. The conversation concludes with insights on balancing human agency with AI in organizations and the necessity of creating spaces for innovation.Follow Dave on Linkedin: https://www.linkedin.com/in/dave-snowden-2a93b/TakeawaysComplexity science is essential for understanding human systems.Cultural dynamics significantly influence decision-making in organizations.Mapping organizational culture through stories provides valuable insights.Stimulating change requires altering interactions rather than behaviors.AI should complement human judgment, not replace it.Micro scenarios can reveal weak signals in complex systems.Creating informal networks fosters innovation and collaboration.Understanding context is crucial for effective organizational change.Organizations must adapt to the complexity of their environments.Real-time pattern detection is vital for navigating change.Subscribe to our newsletter:LinkedIn: ⁠https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/⁠Email: ⁠https://happysignals.com/itxm-insights

In this episode, we explore the anticipated trends for 2025, focusing on budget predictions, the role of AI in IT support, and the importance of human experience in a rapidly changing technological landscape. The conversation highlights the contradictions in budget expectations, the challenges of AI adoption, and the productivity paradox that arises from new technologies. Practical takeaways for IT leaders are also discussed, emphasizing the need for a human-centric approach in technology implementation. Takeaways 2025 may present contradictory trends in IT. 40% of IT leaders expect only modest budget increases. AI is becoming a standard part of software solutions. AI can enhance both hard and soft skills for agents. Generative AI usage has doubled in the past year. High value work needs to be redefined in the AI era. Human experience will remain vital in technology adoption. The productivity paradox raises questions about AI's effectiveness. Usability of technology is often overlooked in favor of features. Listening to employees is crucial for effective change management. Chapters 00:00 Introduction to 2025 Trends 01:57 Budget Trends and Contradictions 05:12 The Role of AI in Budgeting 11:56 AI Adoption and Its Implications 18:40 The Value of Human Experience 27:05 The Productivity Paradox 32:47 Practical Takeaways for 2025 37:34 Introduction to the Conversation 37:35 Exploring Key Themes in the Discussion To connect with Roy Atkinson: https://www.linkedin.com/in/royatkinson/ To learn more about HappySignals, go to happysignals.com

In this episode of the IT Experience Podcast, Pasi , Sami, and Sakari discuss the latest trends in IT experience management, insights from recent industry events, and the importance of aligning priorities for improvement. They explore how AI is transforming the service desk, the significance of experience management in various business functions, and the challenges of implementing these changes. The conversation also touches on the watermelon effect in IT and looks ahead to upcoming trends for 2025. Takeaways - AI is significantly changing the landscape of IT and service desks. - Experience management is becoming a critical focus for organizations. - Clear communication and understanding of experience management are essential for success. - The watermelon effect illustrates the disparity between perceived and actual performance in IT. - Organizations must prioritize removing barriers to improve user experience. - Experience management can be applied beyond IT to HR and finance. - Simplicity in metrics can help organizations focus on what truly matters. - Networking and discussions at industry events are crucial for understanding market readiness. - The maturity of discussions around experience management is increasing among customers. - Looking ahead, organizations should prepare for significant changes in IT experience management.

How PepsiCo is Transforming IT and Enterprise Services with Experience Management Presented by Prashant Arora, PepsiCo, Inc. Prashant discusses the transformative strategies PepsiCo has implemented to streamline its services and enhance the end-user experience. Their journey has been one of innovation, leveraging the brightest talent, digital platforms, and streamlined processes while shifting their focus from outputs to outcomes.

In this episode of ITXM Insights, Pasi Nikkanen and his team celebrate the 10th anniversary of HappySignals, reflecting on their journey and the evolution of experience management. They discuss the importance of shifting from IT support to a people-centric approach, highlighting recent blog posts that emphasize this theme. The conversation also covers upcoming events where the team will engage with the community and share insights from the XLA Institute UK event, focusing on the need for a shared language in experience management. Takeaways - Celebrating 10 years of Happy Signals is a significant milestone. - The journey has seen the evolution of experience management concepts. - A people-first approach is essential in IT support. - Recent blog posts highlight the importance of understanding user perception. - Forming specialized teams can help address challenges in experience management. - The future of IT service quality will focus on user perspectives. - Engagement in events is crucial for community building. - The XLA Institute is vital for standardizing experience management practices. - Unclear roles are a major challenge for customers implementing XLAs. - Experience management is still developing as a discipline. Links Blog Posts Mentioned in this episode: https://www.happysignals.com/blog/why-it-support-is-really-people-support https://www.happysignals.com/blog/top-tips-for-introducing-and-adopting-itxm https://www.happysignals.com/blog/it-experience-management-see-your-image-not-your-reflection https://www.happysignals.com/blog/what-it-service-quality-means-in-2025-and-beyond

In this episode of the Happy Signals IT Experience podcast, Stephen Mann discusses the evolving landscape of IT Service Management (ITSM) with a focus on the impact of generative AI. He highlights the significant shift towards AI technologies in 2024, emphasizing the need for cautious adoption and a user-centered approach. Mann stresses the importance of understanding the outcomes of AI implementations rather than just the technology itself, urging IT professionals to focus on solving real problems for users. He shares insights on successful AI strategies and common pitfalls to avoid, ultimately advocating for a holistic approach to integrating AI within organizations. Key takeaways Generative AI has become a dominant theme in ITSM content. Caution is necessary when adopting new technologies like AI. Successful AI implementations often go unnoticed by users. Focus on user experience and outcomes, not just efficiency. Understanding the demand side is crucial for effective solutions. Many organizations struggle to achieve expected benefits from self-service technologies. AI should be integrated holistically across business functions. Vendors must align their offerings with actual user needs. The importance of learning from past mistakes in technology adoption. Metrics should reflect user satisfaction and business value, not just operational efficiency. Stephan Mann on Linkedin: https://www.linkedin.com/in/stephenamann/ ITSM Tools website https://itsm.tools/ -- To learn more about IT Experience Management (ITXM) Framework™, visit ⁠⁠⁠⁠www.happysignals.com/itxm-framework-it-experience-management⁠⁠⁠⁠ To learn about our Built-in XLA Management features: ⁠⁠⁠⁠https://www.happysignals.com/product/xla-management⁠⁠⁠⁠ Read our Practical Guide to XLAs: ⁠⁠⁠⁠https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas⁠

In this conversation, David Barrow discusses his experience in IT service management, drawing parallels between the principles of service management and the themes in the popular TV show 'Ted Lasso.' The conversation delves into the importance of learning from failure, building communities of practice, and the human aspect of leadership and team dynamics. The same findings are present in David Barrow's book "An education in Service Management", which is also discussed. Takeaways Learning from failure is a key aspect of service management and leadership. Building communities of practice and fostering a culture of experimentation and iterative improvement is essential for success in service management. The fear of failure is often worse than the failure itself, and it's important to embrace a mindset of learning and growth. The human aspect of leadership and team dynamics plays a significant role in the success of service management initiatives. David Barrow on Linkedin https://www.linkedin.com/in/solsevenstudio/ His book "An education in service management" https://www.oreilly.com/library/view/an-education-in/9781787784697/ -- To learn more about IT Experience Management (ITXM) Framework™, visit ⁠⁠⁠⁠www.happysignals.com/itxm-framework-it-experience-management⁠⁠⁠⁠ To learn about our Built-in XLA Management features: ⁠⁠⁠⁠https://www.happysignals.com/product/xla-management⁠⁠⁠⁠ Read our Practical Guide to XLAs: ⁠⁠⁠⁠https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas⁠

If your decisions or work impact the way IT support tickets are managed in your workplace, then this episode is for you. In this episode, David Stewart goes into depths of what his experience in IT has taught him about weaknesses in the current way of dealing with support tickets. He addresses the constraints of ticket queue silos, the challenges of prioritization, and the need for an improved approach to support ticket management. David introduces the concept of activity prioritization, which emphasizes the activity and progress of tickets rather than merely the number of tickets closed. He also explains the significance of meaningful statuses and progression thresholds in guiding ticket management. The conversation underscores the benefits of this approach for both support teams and end users. Takeaways Ticket queue silos are a major constraint in IT support, as tickets are usually assigned to individual team members, creating silos of responsibility. Activity prioritization, which focuses on the activity and progress of tickets, rather than just the number of tickets closed, can improve support team efficiency and effectiveness. Meaningful statuses and progression thresholds provide guidance for ticket management and help prioritize tickets based on urgency and importance. Implementing a structured and consistent approach to support ticket management can improve the end user experience and ensure timely resolution of support needs. To get in touch with David Stewart: Linkedin: https://www.linkedin.com/in/davestew/ David's company Opimise: https://www.opimise.com/ -- To learn more about IT Experience Management (ITXM) Framework™, visit ⁠⁠⁠⁠⁠www.happysignals.com/itxm-framework-it-experience-management⁠⁠⁠⁠⁠ To learn about our Built-in XLA Management features: ⁠⁠⁠⁠⁠https://www.happysignals.com/product/xla-management⁠⁠⁠⁠⁠ Read our Practical Guide to XLAs: ⁠⁠⁠⁠⁠https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas⁠

In this episode of ITXM Monthly, the Sakari, Sami, and Pasi discuss the watermelon effect and how to address it. They share their experiences from the SITS Expo in London and highlight the increasing interest in experience management. They also discuss the importance of focusing on the end-user experience and productivity, rather than just traditional SLA metrics. They provide practical examples of how to use experience data to identify and address watermelons in IT services. They also share customer case studies from Alhstrom, Campari Group, and Cargotec, who have successfully tackled the watermelon effect. The episode concludes with a reminder to measure the human-centric side of IT and to watch the Human-Centric IT webinar for more insights. Takeaways The watermelon effect refers to the discrepancy between the outward appearance of IT services (green on the surface) and the actual user experience (red on the inside). Traditional SLA metrics may not capture the true user satisfaction and productivity. To address the watermelon effect, it is important to focus on the end user experience and productivity. This can be achieved by measuring and analyzing experience data, identifying areas of lost time and frustration, and taking proactive steps to improve those areas. Customer case studies from Ahlstrom, Campari Group, and Cargotec demonstrate the successful implementation of human-centric IT practices to tackle the watermelon effect. These companies have incorporated experience level targets, regular data analysis, and continuous improvement processes. Measuring and addressing the watermelon effect requires a step-by-step approach, starting with measuring the human-centric side of IT and gradually cracking the watermelon piece by piece. The Human-Centric IT webinar provides further insights and practical tips for addressing the watermelon effect and improving the end user experience in IT services. Links https://www.happysignals.com/blog/death-by-watermelon-how-will-your-it-organization-avoid-it https://www.happysignals.com/blog/lessons-from-old-school-metrics-the-limits-of-utilization https://www.happysignals.com/blog/practical-tips-for-addressing-the-watermelon-effect https://www.happysignals.com/blog/watermelon-effect https://www.happysignals.com/what-is-human-centric-it Chapters 00:00 Introduction and Recap of April Events 04:34 Introducing the Watermelon Effect 11:07 Using Experience Data to Expose Watermelons 19:41 Taking a Step-by-Step Approach to Addressing the Watermelon Effect 20:45 Conclusion and Reminder to Watch the Human-Centric IT Webinar

In this episode, Pasi and Sakari discuss the future of IT support. They start by talking about the recently released Global IT Benchmark Report, which highlights the importance of understanding the experience of end users. They then explore various themes related to the future of IT support, including the importance of experiences and productivity, increased people centricity, proactivity, technical competency, increased reliance on ITSM tools, and new technologies. They emphasize the need to use AI as a tool and to combine the strengths of machines and humans to improve IT support services. Takeaways Understanding the experience of end users is crucial for organizations The future of IT support involves combining the strengths of machines and humans Increased people centricity and proactivity are important trends Technical competency and reliance on ITSM tools are key for improving support New technologies, such as AI, can enhance IT support services Links Future of IT Support- Crowdsourced view:https://www.happysignals.com/blog/the-future-of-it-support-a-crowdsourced-view Why your service desk won't be there tomorrow:https://www.wipro.com/infrastructure/why-your-it-service-desk-wont-be-there-tomorrow/ 6 Service Desk Trends to Look Out For in 2024:https://blog.invgate.com/service-desk-trends Blog from Adaptavist:https://www.theadaptavistgroup.com/resources/insights/digital-etiquette/generational-gap Subscribe to our newsletter: LinkedIn: https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/ Email: https://happysignals.com/itxm-insights

Claire Agutter, founder of Scopism, discusses the evolution of service management and the role of Service Integration and Management (SIAM). SIAM emerged from the outsourcing practices in the UK public sector and has become increasingly important as organizations work with multiple service providers. The focus of SIAM has shifted from managing large outsourcing contracts to developing a strategic approach to sourcing and managing services. The key to successful SIAM implementation is building a culture of communication and collaboration across all levels of the organization. The conversation discussed the options of setting up a service integration and management (SIAM) model internally or outsourcing it. It emphasized the importance of independence for the service integrator and the need for open communication between service providers and the customer organization. The option to outsource SIAM to large service providers was also mentioned, highlighting the benefits of their experience and guaranteed independence. The conversation highlighted the challenges of building relationships and trust in a SIAM model, especially in a remote working environment. It emphasized the need for cultural alignment, clear contracts, and a focus on results rather than blame. Claire Agutter has spent her career in the service management arena and founded Scopism to support service management professionals. SIAM evolved from the outsourcing practices in the UK public sector and has become increasingly important as organizations work with multiple service providers. The focus of SIAM has shifted from managing large outsourcing contracts to developing a strategic approach to sourcing and managing services. Building a culture of communication and collaboration is crucial for successful SIAM implementation. The decision to set up a SIAM model can be made internally or outsourced to a service provider. Independence for the service integrator is crucial in both cases. Cultural alignment, clear contracts, and a focus on results are important foundations for a successful SIAM model. Building relationships and trust is a continuous process in a SIAM model, and regular communication is essential. Skills required for a service integrator role include communication, relationship-building, and the ability to have difficult conversations. A background in customer service or hospitality can provide valuable skills for a service integrator role. Transparency, psychological safety, and a blame-free culture are key elements of a successful SIAM model. Senior management commitment and ongoing attention are necessary for the success of a SIAM transformation. Resources and assessments are available for organizations interested in implementing a SIAM model. -- To learn more about IT Experience Management (ITXM) Framework™, visit ⁠⁠⁠⁠www.happysignals.com/itxm-framework-it-experience-management⁠⁠⁠⁠ To learn about our Built-in XLA Management features: ⁠⁠⁠⁠https://www.happysignals.com/product/xla-management⁠⁠⁠⁠ Read our Practical Guide to XLAs: ⁠⁠⁠⁠https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas⁠

In this episode, Darren Rose, a service management consultant, discusses enterprise service management (ESM) and its practical implementation. He emphasizes the importance of collaboration and cultural readiness within organizations to successfully implement ESM. Darren also highlights the significance of measuring and reporting to understand the current state and progress of ESM. He suggests using behavioral markers and personas to tailor ESM practices to different user profiles. Additionally, Darren addresses common challenges in implementing ESM and the need for strong leadership support. He concludes by discussing the benefits of starting with small, interconnected initiatives to demonstrate the value of ESM. In this conversation, Darren Rose discusses the importance of multi-service collaboration, the power of purpose, success stories and personal change, trial and error, defining success and measuring progress, over-engineering and the need for flexibility, building resilience in uncertain times, and creating a resilient culture. Collaboration and cultural readiness are crucial for successful implementation of enterprise service management (ESM). Organizations should foster a collaborative environment and prioritize user-centric decision-making. Measuring and reporting are essential to understand the current state and progress of ESM. Organizations should focus on measuring employee experience and satisfaction, rather than just ticket resolution metrics. Behavioral markers and personas can help tailor ESM practices to different user profiles. Understanding user preferences and support needs is key to providing a personalized and effective service experience. Implementing ESM can face challenges, such as resistance to change and lack of accountability. It is important to address these challenges and ensure that the motivation for ESM is driven by enhancing service offerings, rather than just cost-saving. Driving the momentum for ESM requires support from various stakeholders, including suppliers, senior leaders, and enthusiastic advocates within the organization. Getting started with ESM can be done by implementing small initiatives across different lines of service, focusing on interconnected activities to demonstrate the value of ESM. Multi-service collaboration is essential for organizations to benefit from a unified approach across different lines of service. Purpose is a strong motivator for individuals and teams, and it helps create a shared collective purpose and goal. Success stories and personal change can drive the adoption of new ways of working and collaboration. Trial and error is a natural part of the process, and patience and flexibility are key in finding what works. Defining success and measuring progress are important for staying motivated and making improvements. Over-engineering can be counterproductive, and flexibility is needed to adapt and find simpler solutions. Building resilience in uncertain times requires a strong organizational culture that is embedded in values and supported by leadership. Creating a resilient culture involves recruiting the right people, aligning objectives with culture, and holding people accountable to cultural expectations. -- To learn more about IT Experience Management (ITXM) Framework™, visit ⁠⁠⁠www.happysignals.com/itxm-framework-it-experience-management⁠⁠⁠ To learn about our Built-in XLA Management features: ⁠⁠⁠https://www.happysignals.com/product/xla-management⁠⁠⁠ Read our Practical Guide to XLAs: ⁠⁠⁠https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas

This month's episode of ITXM Insights is about “More smiles, less time wasted”, so taking about productivity. Sami, Sakari and Pasi discuss updates, upcoming events, book recommendations, and the danger of relying solely on DEX tools. Main topic of this episode is the new Guide They also explore the business case for IT Experience Management and provide practical guidance on using experience data to improve productivity. The episode concludes with a discussion on setting targets for productivity. Overall, the conversation emphasizes the importance of measuring and optimizing employee productivity to drive business value. Read the whole Guide here: https://www.happysignals.com/it-leaders-guide-to-employee-productivity Takeaways - IT experience management is crucial for optimizing employee productivity and driving business value. - Measuring and analyzing experience data can help identify areas of improvement and increase efficiency. - Setting targets and focusing on key areas can lead to significant productivity gains. - The combination of DEX tools and ITXM provides a holistic view of IT performance and user experience.

The Monthly ITXM Insights February 2024 Subscribe to our newsletter to keep up to date on the latest news around IT Experience Management, XLAs and Human-Centric IT at happysignals.com/itxm-insights In this episode, Sami, Sakari and Pasi introduce a new monthly format for the podcast where they discuss current issues in IT experience management. They recap the ITXM Summit event and highlight the success of the event. They then dive into various articles, including 'Trends Driving IT Experience Management,' 'The Future of IT Experience Monitoring is Human-Centric,' and 'ITSM Advice for 2024.' The hosts discuss the importance of human-centric IT and the role of AI in IT experience management. They also share a use case where experience data helped make informed investment decisions. The episode concludes with closing remarks. Takeaways - The ITXM Summit event was a success, with many participants and informative sessions. - AI is a key trend in IT experience management, with a focus on efficiency and value. - Human-centric IT is crucial for understanding and improving the user experience based on Forrester's latest articles - Experience data can help make informed investment decisions and optimize resources. Links we shared ITXM Summit 2024 Session, Including Nestlé and Campari Group: https://www.happysignals.com/itxm-summit-2024-replays Trends Driving ITXM 2024: https://www.happysignals.com/trends-driving-it-experience-management Forrester: Human Centricity: The Future Of IT Experience Monitoring: https://www.forrester.com/blogs/human-centricity-the-future-of-it-experience-monitoring/ ITSM Advice for 2024: https://itsm.tools/itsm-advice-for-2024/

Register for the ITXM Summit 2024 on January 31st: https://www.happysignals.com/itxm-summit In This Episode we talk on XLA 1.0 Contract example and recommendations, it's your first step to XLAs with your outsourcing partners. This episode is related to the XLA whitepaper published by HappySignals and Bright Horse. Summary In this episode of the IT Experience podcast, the hosts discuss the XLA contract and provide recommendations for implementing it. They explain the concept of XLA, which stands for experience data, operational data, and technical data. They recommend starting with XLA 1.0, which focuses on experience data, before moving on to XLA 2.0, which includes tech and operational data. The hosts emphasize the importance of changing the way of working and prioritizing improvement areas. They also discuss the drawbacks of using penalties and rewards based on SLAs and provide a template for an XLA 1.0 contract. The episode concludes with a promotion for the IT Experience Management Summit. Takeaways Start with XLA 1.0 and focus on experience data before moving on to XLA 2.0. Change the way of working and prioritize improvement areas. Avoid using penalties and rewards based on SLAs. Calculate XLA score over a minimum of two months. Chapters 00:00 Introduction to IT Experience podcast 00:27 Continuing the series on XLA contract 00:50 Understanding XLA and its versions 03:08 Recommendations for XLA 1.0 04:13 Agreeing on the way of working 05:17 Setting priorities for improvement 06:25 Aligning with strategic initiatives 06:53 Avoiding penalties and rewards based on SLAs 08:31 Focusing on continuous improvement 09:47 Calculating XLA score over a minimum of two months11:10Example XLA 1.0 contract template12:29Promoting IT Experience Management Summit13:33Conclusion and call to action Find the whole whitepaper here: https://www.happysignals.com/how-to-incorporate-xlas-into-outsourcing-contracts

Register for the ITXM Summit 2024 on January 31st: https://www.happysignals.com/itxm-summit In This Episode we talk on how to tackle Penalties vs. Rewards when it comes to XLA Outsourcing Contracts. This episode is related to the XLA whitepaper published by HappySignals and Bright Horse. Find the whole whitepaper here: https://www.happysignals.com/how-to-incorporate-xlas-into-outsourcing-contracts

Register for the ITXM Summit 2024 on January 31st: https://www.happysignals.com/itxm-summit In this episode, Pasi and Sami discuss bringing XLAs into Outsourcing Contracts. This episode is related to the XLA whitepaper published by HappySignals and Bright Horse. Find the whole whitepaper here: https://www.happysignals.com/how-to-incorporate-xlas-into-outsourcing-contracts HappySignals is the leading ITXM platform to help IT Leaders make better decisions, and bring cost avoidance and less frustration to end-users.

Mark Smalley recently wrote an article on LinkedIn about IT Economics that got a lot of attention. Possibly quite surprisingly considering the topic, but as he states that "any self-respecting person in IT should have a certain feeling about the ballpark figure of how significant IT costs in the bigger picture are."  But even more important than costs is the value, how much does IT contribute to more sales, higher prices, lower costs and risks.  If you work in IT, you also work in the context of the wider business, The business spends X amount of money on everything that they do. How significant are IT costs in that whole? You're concerned about your budget, your IT budget and spending, but if you speak with the CFO or the CEO, looking at their bigger agenda, how important is it? How much is IT as a proportion of total business costs? This episode provides understanding about the economics of IT, a topic that clearly is not discussed enough among IT professionals.  --- To learn more about IT Experience Management (ITXM) Framework™, visit ⁠⁠www.happysignals.com/itxm-framework-it-experience-management⁠⁠ To learn about our Built-in XLA Management features: ⁠⁠https://www.happysignals.com/product/xla-management⁠⁠ Read our Practical Guide to XLAs: ⁠⁠https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas

In this episode, we're joined by Simone Jo Moore, an expert in enterprise IT Service management. Simone delves into the considerations surrounding AI in IT Service Management, emphasizing the importance of ethics and maintaining a human-centric approach. Tune in as she sheds light on the delicate balance of AI as a tool, not a crutch, in the ever-evolving landscape of IT services. Ps. This description was written by AI, using it as a tool, not a crutch. :) --- To learn more about IT Experience Management (ITXM) Framework™, visit ⁠⁠www.happysignals.com/itxm-framework-it-experience-management⁠⁠ To learn about our Built-in XLA Management features: ⁠⁠https://www.happysignals.com/product/xla-management⁠⁠ Read our Practical Guide to XLAs: ⁠⁠https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas

While experience level agreements (XLAs) continue to be a hot topic, IT service leaders need more practical guidance on how to include them in their outsourcing agreements. Join Sami Kallio from HappySignals and Neil Keating from Bright Horse as they share expert advice and best practices on integrating Experience Level Agreements (XLAs) into contracts between IT suppliers and customers. Hear about real customer examples and gain practical advice and valuable learnings to transform your outsourcing strategy. The webinar is hosted by John Noctor from SDI. You'll learn: - What a contracted XLA looks like - What are the contractual governance differences between XLAs and traditional metrics - What are the options for contracting XLAs alongside the recommended approach - How best to manage penalties/rewards --- To learn more about IT Experience Management (ITXM) Framework™, visit ⁠www.happysignals.com/itxm-framework-it-experience-management⁠ To learn about our Built-in XLA Management features: ⁠https://www.happysignals.com/product/xla-management⁠ Read our Practical Guide to XLAs: ⁠https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas

Our guest this week is Katrina Macdermid, the author of Humanising IT. We speak about how many ways of working in IT are based on established practices without consideration for the humans as end-users of IT services, or the humans working in IT services. These practices and assumptions lead to erroneous classification of problems and much too fast jumping into solution mode.  Katrina McDermid, the author of Humanizing IT, speaks with us about how human-centric design principles can help IT teams be better, feel better and provide services that end-user find valuable.  Key Takeaways  • IT is in many places broken.  • Listen more to end-users, but also to agents interacting with end-users for practical insights. • Avoid jumping into solution mode, and try being creative first. • The double-diamond model design thinking model is a great tool for IT as well, enabling creative problem solving without jumping into conclusions. Links: • Humanising IT: ⁠https://hitglobal.services⁠ • Katrina Macdermid LinkedIn: ⁠https://www.linkedin.com/in/katrinamacdermid/⁠ -- To learn more about IT Experience Management (ITXM) Framework™, visit ⁠⁠www.happysignals.com/itxm-framework-it-experience-management⁠⁠ To learn about our Built-in XLA Management features: ⁠⁠https://www.happysignals.com/product/xla-management⁠⁠ Read our Practical Guide to XLAs: ⁠⁠https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas

This is the 100th of The IT Experience Podcast and we look into the 4 years of running the podcast, how the market has developed, and talk about the two main themes we have identified: Employee Experience's Development into IT Experience Management Experience Level Agreements (XLAs) We'll also give an excellent summer playlist from the old episodes, ones that are still relevant, and remind us of how exciting the whole experience management topic is! Our Summer Playlist for you: 1. Employee Experience in ITSM https://podcasters.spotify.com/pod/show/itexperience/episodes/1--Employee-Experience-in-ITSM-e3rfcf all the way until 7. CIO Interview: Virgin Trains, John Sullivan https://podcasters.spotify.com/pod/show/itexperience/episodes/7--CIO-Interview-Virgin-Trains--John-Sullivan-e3uv0n and 30. CIO Interview: How To Create End-User Centric Culture? Christopher Woods, CIO at Campari https://podcasters.spotify.com/pod/show/itexperience/episodes/30--CIO-Interview-How-To-Create-End-User-Centric-Culture--Christopher-Woods--CIO-at-Campari-eamjpk/a-a1ec0j6 and 26. Impact of ServiceNow's Reassignment Count on Employees Productivity https://podcasters.spotify.com/pod/show/itexperience/episodes/26--Impact-of-ServiceNows-Reassignment-Count-on-Employees-Productivity-e9vr50/a-a18u01r and 84. Why is 80% of business productivity lost by 13% of your tickets? https://podcasters.spotify.com/pod/show/itexperience/episodes/84--Why-is-80-of-business-productivity-lost-by-13-of-your-tickets-e1oqri0/a-a8ktra5 To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management To learn about our Built-in XLA Management features: https://www.happysignals.com/product/xla-management Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas

Weston Morris is the Senior Director for Global Strategy for Digital Workplace Solutions at Unisys, and the podcast host of the Digital Workplace Deep Dive. The conversation dives into the quickly evolving world of Experience Level Agreements (XLA) are changing the way we look at IT services, focusing on actual business impact and employee productivity. Find out how Unisys research found out that the typical employee loses between 1-5 hours of productive work time per week and what that could mean in monetary terms in different business contexts.  Key Takeaways  Experience management recognizes that the end-user expectations of experience changes over time. The new view and desired view of IT is an enabler of productive work, closely linked to the bigger company goals.  The new conversation between IT and business uses experience management as a tool to understand the end-users in new ways.  XLA 1.0 was mostly about measuring technical data, the DEX scores XLA 2.0 collects data from multiple sources, are persona based XLAs and linked to business goals. Links Digital Workplace Deep Dive Podcast: https://www.unisys.com/dws-deep-dive/ Weston Morris LinkedIn: https://www.linkedin.com/in/westonjmorris/ From surviving to thriving in hybrid work report: https://www.unisys.com/siteassets/microsites/hfs/hfs-from-surviving-to-thriving-in-hybrid-work.pdf To learn more about how HappySignals Built-in XLA Management works: https://www.happysignals.com/product/xla-management

Our guest, Dr Selena Fisk, the author of "I'm not a numbers person", helps organizations make better sense of the data that they have access to. She believes that everyone today ought to be a numbers person, being able to understand data in order to make evidence-based decisions at work. In this episode, she shares her insights with us about what her research has shown to be important when organizations aspire to be more data-informed. Key Takeaways  The are very human-centric aspects to consider when thinking about how data in organizations can drive the desired impact.  The challenge is that we have so many metrics, but organizations and teams often have not had the chance to zoom out to think about what actually matters. Until an organization collectively decides, on different levels, what data is most important, it will not be possible to lead change - this requires conversations to identify common ground. Organizations ought to consider which data is aligned to their purpose, to drive the right actions for impact. There are 6 levels of data literacy; Unconscious, conscious, casual, aware, active and reflective with the highest level being very responsive to new data coming in and adapting their decisions based on that data. Links Dr. Selena Fisk website, with links to her book “I'm not a numbers person”: https://www.selenafisk.com Linkedin: https://www.linkedin.com/in/selenafisk/ --- HappySignals YouTube Channel: ⁠⁠https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA⁠⁠ Take the ITXM Foundation Course here - ⁠⁠https://www.happysignals.com/itxm-foundation⁠ Read more about HappySignals ITXM Framework here - ⁠⁠https://www.happysignals.com/itxm-framework-it-experience-management⁠⁠ Learn more about HappySignals - ⁠⁠https://www.happysignals.com/⁠⁠

Matt Beran, Host of Ticket Volume podcast and InvGate Product Specialist joins us to speak about the state of IT Service Management in the US, what the Americans do well and where they struggle. In this conversation, we come across interesting differences and similarities between regional ways of doing ITSM and generally applicable principles that help IT teams provide better services and experiences to the end-users.  Key Takeaways  The most difficult part of ITSM is dealing with people Getting the basics right matters… a lot! Unless IT is willing to really listen to the end-users, it is unlikely that improvements will have real world impact on end-users experience of IT.   Involving end-users in the creation of support articles leads to articles that real end-users understand and can use. Ticket Volume podcast: https://invgate.com/ticket-volume/ Matt Beran on Linkedin: https://www.linkedin.com/in/mattberan/ --- HappySignals YouTube Channel: ⁠⁠https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA⁠⁠ Take the ITXM Foundation Course here - ⁠⁠https://www.happysignals.com/itxm-foundation⁠ Read more about HappySignals ITXM Framework here - ⁠⁠https://www.happysignals.com/itxm-framework-it-experience-management⁠⁠ Learn more about HappySignals - ⁠⁠https://www.happysignals.com/⁠⁠

Why are some organisations insisting employees return to the office, asks Karen Ferris. Remote work was probably the reason organisations were able to be resilient during the pandemic. Despite the evident success of remote work, there is a push by organisations to bring people back to the office. According to Karen Ferris, this might not be a good idea.  According to a study by Flexjobs, 97% of respondents said that they want some level of remote work going forward. 57% said they would leave their job if they were not given options to work remotely. Find out what Karen thinks about the excuses companies are using, and what are the 5 reasons that actually make sense for employees to go back to the office.  Key Takeaways  Remote work works, this was proven by how people worked during the pandemic. There are many bad reasons to call people back.  These are Karen's 5Ps, reasons for going back to the office. (don't forget to ask your employees for their input, if they feel these reasons are filled)  Preference Purpose  Participation Productivity Party   --- HappySignals YouTube Channel: ⁠https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA⁠ Take the ITXM Foundation Course here - ⁠https://www.happysignals.com/itxm-foundation Read more about HappySignals ITXM Framework here - ⁠https://www.happysignals.com/itxm-framework-it-experience-management⁠ Learn more about HappySignals - ⁠https://www.happysignals.com/⁠

In This Episode Pasi is talking with Katie Bates, VP of Global Partnerships at HappySignals on How Customers and MSPs Benefit from IT Experience Management? Learn about the topic, the whitepaper available at Happysignals.com, and the upcoming webinar with ISG on 3st January 2023. MSP Whitepaper: https://www.happysignals.com/how-customers-and-msps-benefit-from-experience-management?utm_medium=podcast Do join the free webinar mentioned in the episode on 31st January, or watch it afterward as an on-demand one: https://www.brighttalk.com/webcast/18780/571302?utm_medium=podcast -- --- HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA Take the ITXM Foundation Course here - https://itxm.academy/itxm-foundation/ Read more about HappySignals ITXM Framework here - https://www.happysignals.com/itxm-framework-it-experience-management Learn more about HappySignals - https://www.happysignals.com/

In this episode, I'm joined by Roy Atkinson from Clifton Butterfield LLC to discuss his predictions for the CIO agenda in 2023. Listen to this episode to learn in 15 minutes the most important things for the world of IT in the year ahead. Plus, take a sneaky look back at Roy's 2022 predictions to determine whether he was right (or wrong) when we did this same episode a year ago. This episode was recorded in November at the HDI Service Management World event in Orlando, sorry for the audio quality as we did the recording outside and there are some background noises audible. Key Takeaways Discover which areas of business and IT are of critical focus to CIOs (and other senior managers within service management) in the year ahead Links: Roy Atkinson on LinkedIn https://www.linkedin.com/in/royatkinson/ and Twitter https://twitter.com/RoyAtkinson Learn more about Clifton Butterfield LLC here: https://cliftonbutterfield.com/ --- HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA Take the ITXM Foundation Course here - https://itxm.academy/itxm-foundation/ Read more about HappySignals ITXM Framework here - https://www.happysignals.com/itxm-framework-it-experience-management Learn more about HappySignals - https://www.happysignals.com/

In this episode, I'm joined by Neil Keating from Bright Horse to talk about Experience Management Office (XMO). So if you have or haven't heard about them, listen to this episode to learn in 15 minutes the most important things about XMOs. Key Takeaways What is an XMO? Why do you need one? Who are in it? What do they do? Links: Neil Keating on LinkedIn: https://www.linkedin.com/in/neildkeating/ Follow Bright Horse on LinkedIn: https://www.linkedin.com/company/bright-horse/ Mastering the XMO Trainings: https://www.brighthorse.co.uk/mastering-the-xmo --- HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/ Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management Learn more about HappySignals - https://www.happysignals.com/

How Data Quality in ServiceNow impacts Experience Many times operational data in ServiceNow is missing or is bad quality and it's difficult to use all the tools available to make decisions when you cannot trust the data. If you don't know everything about your end-users it difficult to create amazing service experiences, automate services or allow agents to solve issues quickly. In this episode we go through these common challenges with Mikko Juola from Data Content Manager, an application for ServiceNow to automate and streamline your data quality and management. Data Quality affects Experiences: End-user Experience Agents Experience IT Management Team Decision Making Automation Ability Mikko Juola: https://www.linkedin.com/in/mikkojuola/ Data Content Manager: https://datacontentmanager.com/ CSDM - The Recipe for Success eBook: https://datacontentmanager.com/csdm-recipe-for-success-ebook/ --- HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/ Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management Learn more about HappySignals - https://www.happysignals.com/

Mark Smalley is a well-known person in the ITSM industry, a contributor to the ITIL4 body of knowledge and by his own definition, his mission is “to help people understand Service. His latest thinking is around “Experience Dominant Logic”. The concept is linked to understanding how value is perceived in a provider/consumer context. He lays the foundation for his thinking by looking at the evolution from “Goods Dominant Logic”, depicting value creation in industrial production of goods/products - followed by the provision of services at scale that follows a “Service Dominant Logic”, leading into the Experience Dominant Logic thinking. It is the next step in understanding what IT Services are actually about, and how value in that context is co-created with the consumers of the services. Key Takeaways Goods dominant logic is an old way of thinking, where a product changes ownership and the consumers' perception is not essential for understanding the value provided. Service dominant logic is already considering how services become valuable in the interaction between providers of the service, and the consumers of that service. Experience dominant logic considers not only the interaction but also the emotions that influence behaviors in that interaction. Links: Mark Smalley on Linked: https://www.linkedin.com/in/marksmalley/ The article “Experience Dominant Logic”: https://www.linkedin.com/pulse/experience-dominant-logic-mark-smalley/ Mark Smalley's website: https://sites.google.com/a/smalley.nl/smalley-it/

Doug Rabold is HDI's Top 25 Thought Leader; International Speaker & Certified Trainer; Chairman of Board at HDI; CX, EX and Service Delivery Executive, and a familiar face in the ITSM events especially in the US. In this episode, I met Doug at the Service Management World HDI event in Orland. We talk related to his article “Why XLAs Matter Now More Than Ever”, Doug opens up the article and other learnings he's made since writing it. So if XLAs is your interest, you should listen to this episode and learn from Doug's experience. Key Takeaways SLAs' role in today's IT landscape, compared to XLAs Should XLAs be contractual like SLAs? Why do XLAs matter more than ever when going into 2023? Links: Doug Rabold on Linked: https://www.linkedin.com/in/doug-rabold-itil-hdi/ The article “Why XLAs Matter Now More Than Ever”: https://www.thinkhdi.com/library/supportworld/2022/xlas-matter-now.aspx SDI Event Doug is speaking on 8th Dec 2022: https://www.servicedeskinstitute.com/event/managing-knowledge-across-the-enterprise/

The guest in this episode is Antonina Klentsova, IT expert in Digital and Sustainable transformation. She is one of the contributors to the ITIL4 framework and well known professional in the IT Service Management industry. The episode goes deep below the surface to look at the impact of human sciences on ITIL4, the deeper significance of sustainability, diplomacy and what successful transformation looks like. Key Takeaways Diplomacy and Sustainability go hand-in-hand, even in an IT Service Management context. Sustainability is about achieving our objectives now, without jeopardizing the future. Transformation projects take time, and when the members of the team start doing things (the new way) without thinking about it, that is when you know the job is done. Links: Antoninas LinkedIn profile: https://www.linkedin.com/in/klentsova/ Antonina on the Axelos podcast: https://the-axelos-best-practice-podcast.simplecast.com/episodes/digital-it-strategy-assessment-q8Dg5UBV Blog “Making a business case for sustainability in digital and IT” https://www.axelos.com/resource-hub/blog/a_business_case_for_sustainability_in_digital_and_it Service Management Leadership podcast on the topic of Sustainability https://anchor.fm/jeffrey-tefertiller/episodes/Service-Management-Leadership---Sustainability-e1nrk25/a-a6oeeln --- HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/ Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management Learn more about HappySignals - https://www.happysignals.com/

Back with the "Happy in 15" -format, Sami and Pasi dive into the topic of how to answer to Cost Saving Pressure as an IT Team and how Experience Management and ITXM™ can help. Key talking points: 1. Reduce IT costs and prioritize 2. Optimize IT outsourcing 3. Automate areas that matter Make sure to check out the The Global IT Experience benchmark, to see the graphs we talk about. https://happysignals.com/report --- HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/ Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management Learn more about HappySignals - https://www.happysignals.com/

At HappySignals we talk a lot about People vs. Process and Technology, our guest Lauren Kelly really explains how behaviour is a fundamental part of success in future businesses. She shines light on how behaviour thinking can help organisations become more successful and healthy. Key Takeaways We need to understand people, really understand people in a fundamental way - this is where behavioural sciences can help our understanding. Because we are irrational, we think we understand people but we do not. We make a lot of assumptions about why people do things, and most of the time those assumptions are wrong. Find out about the intention and action gap… what people intend to do, and what they actually end up doing. Intention can start well, but may not lead to the right action. Links: Lauren Kelly on Linked: https://www.linkedin.com/in/laurenalyskelly/ Behaviour Patterns for the patterns around behaviour https://bc-patterns.com Behaviour Kit for the process oriented content https://behaviourkit.com --- HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/ Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management Learn more about HappySignals - https://www.happysignals.com/

Sami and Pasi go through the typical mistakes organizations seem to make when they change their outsourced Managed Service Providers. Listen to the two most common mistakes Sami has recognized with global companies he has been talking with. This episode is especially for those companies who are looking start their XLA journey with their MSPs. --- HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/ Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management Learn more about HappySignals - https://www.happysignals.com/

In this episode we speak about skills assessment in IT. Our guest in this episode is Matthew Burrows, takes us through the benefits and steps for organisations to map their IT employees' skills to better match job roles to the people who would succeed in and enjoy those roles. Key Takeaways Skills are action based. Having knowledge of an area does not mean having the skills that are needed. IT skills are not only technical, but include very human aspects that are important. Links: Matthews Linkedin profile: https://www.linkedin.com/in/matthewburrows/ Website: https://skillstx.com Guest on the Enterprise Digital podcast: https://enterprisedigitalpodcast.com/episode-45-with-guest-matthew-burrows/ Episode found on Spotify as well, not on Apple podcast. --- HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/ Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management Learn more about HappySignals - https://www.happysignals.com/

In this episode Sami and Pasi go through a recent finding from The Global IT Experience benchmark, which states that 80% of the productivity business end-users lose comes from 13% of your tickets. Listen to learn more and make sure to check out the YouTube version with all the graphs. To see the graphs related to this episode, go to: https://www.happysignals.com/global-it-experience-benchmark#chapter-2-1 --- HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/ Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management Learn more about HappySignals - https://www.happysignals.com/

Welcome to this new season of The IT Experience Podcast. This season we'll introduce Sakari from HappySignals as another host, Sakari is curious about behaviours and data, and data about behaviours. Welcome Sakari, so happy to have in the podcasts as well, some might already know you from the The Global IT Experience Benchmark webinars, as you are the owner of that report. "I have always been fascinated by why people do the things they do. What metrics drive the right kind behaviours and so forth. This is at the core of IT Service Management as well, where interactions between IT and end-users needs to be measured in some ways, and where metrics and KPIs are in place to encourage and enforce specific actions at work in the IT organisations." - Sakari Kyrö Hope you enjoy this season and we'll give the first episode very soon, so make sure you are subscribed and have the podcast app ready to go! --- HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/ Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management Learn more about HappySignals - https://www.happysignals.com/

Are you making IT decisions based on who is shouting the loudest? Or maybe you're gut feeling? Are your business stakeholders not buying into how IT can positively impact business value? Look no further my friend, here is how ITXM™ can drive better decision making, both in the short and long term. In this episode of Happy in 15: - How you can measure ITs success - The different types of organisational data - How Experience Data is used in different levels of the IT organisation - Using ITXM™ for better decision making Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/ Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management Learn more about HappySignals - https://www.happysignals.com/leading-experience-management-platform-for-it-happysignals

Ding Ding, all aboard! Being the driver for IT Experience Management in your organisation can be a challenge, especially when no one in your team is buying a ticket. Next destination, ITXM™. Following on from our previous episode of Happy in 15 and the rise in demand and trends for IT Experience Management, we bring to you ways on how you can drive the adoption of ITXM for your business. And rest assured, we don't expect you to actually drive a bus... In this episode: - Building the business case of ITXM™ in your organisation - Showing the importance of ITXM™ to your colleagues and business stakeholders Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/ Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management Learn more about HappySignals - https://www.happysignals.com/leading-experience-management-platform-for-it-happysignals

The use of ITXM™ is increasingly growing, with Gartner predicting a rapid growth in IT Experience Management over the next 4 years. In this special episode of Happy in 15, looking towards the future, find out the 4 trends driving the mass adoption of ITXM™ and what you can do to incorporate this framework. In this episode: - The measurement and use of IT end-user experience as a means to drive IT performance - The four trends driving this mass adoption - How you can kick off your ITXM™ journey Share the 4 trends driving ITXM e-book with your colleagues - https://www.happysignals.com/trends-driving-it-experience-management. ---- Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/ Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management Learn more about HappySignals - https://www.happysignals.com/leading-experience-management-platform-for-it-happysignals

Following on from our previous episode, we bring you another practical episode on how ITXM™ is a vital tool for your IT's continual improvement success. ITXM™ is the framework that brings the practice of experience management into IT operations. In this episode of Happy in 15 we focus on: - What are you setting out to improve? - The outcomes of IT initiatives and why they hold high importance, especially from an end-user and team perspective - How to measure and celebrate success from an ITXM™ perspective ------------------------------------------------------ Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/ Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management Learn more about HappySignals - https://www.happysignals.com/leading-experience-management-platform-for-it-happysignals ------------------------------------------------------ Key Takeaways: - Why use ITXM for Continual Improvement success? - Focus on the outcomes of IT initiatives - Measuring CI success in ITXM™

ITXM™ is the framework that brings the practice of experience management into IT operations. In this first episode of Happy in 15, Season 2, we kick off after the winter season with a practical episode on how you can Identify Continual Improvement areas to focus on through using ITXM™ In this episode you will get a firm understanding of why: - Humans are the best sensors when it comes to delivering feedback about IT services - The important order of People, Process and Tech - Why conducting continuous measurement to receive continuous experience data trumps yearly surveys. ---------------------------------------------------------- Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/ Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management Learn more about HappySignals - https://www.happysignals.com/leading-experience-management-platform-for-it-happysignals ---------------------------------------------------------- Key Takeaways: - For Continual Improvement, Experience Data is the only meaningful starting point. - If you want to create services from the business perspective you need to be using Experience Data. - Experience Data gives focus to continuous improvement initiatives.

ITXM™ or IT Experience Management brings experience management, a practice that has been used in external customer support and management for well over a decade, into IT operations. ITXM™ enables IT teams to focus on outcomes of the deliverables they produce, as well as providing data-driven insights, fueling Continual Improvement initiatives, in order to achieve said outcomes. Most importantly, ITXM™ is a framework that is needed and used by the whole IT organization, and not just the IT Service desk. Now, we bring to you the recently released ITXM™ foundation course, bringing to life the practicalities of Experience Management for IT. Through online training videos and an online exam, you can get certified in ITXM™ and bring this framework into your organisation. But the fun doesn't stop there - Join our online community to share thoughts, ways of working and learning experiences with other like-minded professionals, thought leaders and pioneers of ITXM™. Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/ Learn more about HappySignals - https://www.happysignals.com/leading-experience-management-platform-for-it-happysignals Key Takeaways: - ITXM™ - bringing experience management into IT - Opportunity to learn more about ITXM™ and become a certified professional with online training and exam - ITXM™ community - learn and share experiences with others

We all wish that the war in Ukraine would end soon. While our ability to help is limited, we wanted to do two things. Donate to Unicef in order to help the children and families affected by the war Celebrate some of the brilliant Ukrainians that have created IT services and applications that billions of people use on a regular basis Good technology enables people to do things that would otherwise be difficult or cumbersome. This is why we want to celebrate a number of Ukrainian startups that enable people in numerous different ways. Thanks to Ukrainian IT… we can communicate better. Ukrainian emigrant Jan Koum, one of the WhatsApp founders, made international communications accessible to anyone with an internet connection on their mobile devices. Thanks to Ukrainian IT… we can pay and receive money in a frictionless way across the whole globe. Ukrainian emigrant Max Levchin was one of the founders of PayPal. Thanks to Ukrainian IT… money management across multiple accounts and different contexts is much easier. Ukrainian co-founder Vlad Yatsenko of Revolut is originally from Mykolaiv in Ukraine. Thanks to Ukrainian IT… we can write and communicate digitally with fewer errors. Grammarly is founded by three Ukrainians and has the largest development office in Kyiv. Thanks to Ukrainian IT… people around the world can collaborate more productively using the sleek office apps from the Readdle team, who developed the award-winning SparkMail app, among others. Thanks to Ukrainian IT… a large number of Fortune-500 companies have better sales teams. Sales intelligence software People.ai was founded by Dnipro-born entrepreneur Oleg Roginskiy. We also want to give kudos to Mike Sapiton, the deputy editor-in-chief at Forbes Ukraine who showcases the distinguished evolution of Ukrainian rooted companies and products, in his Twitter update. https://twitter.com/sapitonmix The Ukrainian tech industry was growing with double digits before the war and In the midst of this dark period, we want to celebrate the brilliant minds from Ukraine. Consider donating through one of these official channels and contribute to helping the victims of the war in Ukraine. --- Donate for Unicef at https://www.unicef.org/

In this episode Pasi is joined by Roy Atkinson to reflect what was top of mind with IT leaders in 2021 and what trends Roy sees 2022 will accelerate. It's about People, Values, Experience Management and XLAs to put it short, but do listen what Roy has learned during 2021. To learn how to get started with IT Experience Management Framework, visit the Framework guide https://www.happysignals.com/itxm-framework-it-experience-management. Or to follow Roy in LinkedIn, you can find him at https://www.linkedin.com/in/royatkinson/. Have a great holidays and see you again in 2022! ------------------------------------------------- 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 Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd

If your IT Service Desk can reduce the amount of lost time each end-users experiences when IT incidents and requests occur, you can drive the reputation for your companies IT department. How? Reducing the amount of time it takes to solve an IT incident or request will give valuable hours back to the business. One of our customers, Reckitt, managed to save $250,000 in one year from reducing the amount of lost time per ticket, as well as greater efficiency in IT Services. In this episode, HappySignals CGO, Pasi Nikkanen, is joined by our Enterprise Sales Manager, Dom West, discussing how business can actually quantify Experience Management. Start your Experience Management journey today, move your IT department from cost burden to value unit. More smiles, less time wasted.

Experience Management requires a change in working culture in order to truly focus on the new found existence for service delivery teams; end-user experience. With Experience Management, IT teams needs to change their way of thinking to creating services and delivering experience from the end-users perspective. Following on from Episode 19 of Happy in 15, HappySignals CGO, Pasi Nikkanen, discusses with Nina Remes, Service Manager for Cargotec about their journey to adopting an Experience Management Culture. In order to adopt this culture, it is of high importance to continually implement the Experience Management Framework. If you have missed the previous episode, we highly recommend you to go back and listen to it first.