Shows
The IT Experience Podcast129. Lisa Bauer: Transforming Team Dynamics with Human-Centered DesignIn this episode of the HappySignals podcast, host Sakari Kyrö interviews Lisa Bauer, who shares her journey through various industries and her experiences at IDEO. Lisa discusses the importance of human-centered design, the transition from an asking culture to an assigning culture in team dynamics, and the significance of stakeholder involvement in organizational change. She emphasizes the need for a culture of experimentation and continuous learning, drawing on her experiences to inspire others in their own transformation journeys.Lisa Bauer - https://www.itslisabauer.com/TakeawaysLisa is p...
2025-11-2026 minThe IT Experience Podcast128. Better Together - DEX Partnership with HappySignals and NexthinkIn this episode of the IT Experience Podcast, hosts Pasi Nikkanen, Sami Kallio, and Sakari Kyrö discuss the importance of digital employee experience (DEX) and the recent strategic partnership between HappySignals and Nexthink. They share insights from a recent event in London, highlight an upcoming webinar, and emphasize the significance of company culture and team building as they celebrate their 11th anniversary. The conversation underscores the need for collaboration between technology and experience data to enhance IT services and employee satisfaction.TakeawaysDigital Employee Experience (DEX) is crucial for optimizing IT services.The p...
2025-10-0910 minThe IT Experience Podcast126. Hasse Eranka - Clarity Over Complexity: The New Rule for IT LeadersCommunications strategist Hasse Eranka joins HappySignals’ Sakari Kyrö to reveal why IT teams often lose business audiences—and how a few audience-first storytelling habits can fix it fast. From cutting information overload to turning feedback loops into word-of-mouth advocacy, Hasse shares practical tools any CIO, service-desk lead or ITSM owner can use to showcase purpose, improve employee experience and prove value beyond uptime.Key Take-awaysStart with the audience, not the stack. Shift from “what we did” to “why it helps you” to keep business partners engaged.Less is more—ditch information overload. Strip non-essen...
2025-08-0729 minThe IT Experience Podcast125. Clarity, Common Sense & Storytelling — Paul Brandvold on Keeping ITSM HumanLinkedIn’s rising IT-service-management voice Paul Brandvold joins HappySignals host Sakari Kyrö to unpack why plain-language storytelling, real-world leadership, and a healthy dose of common sense are reshaping how internal IT support shows value. From the hidden pressures driving talent away to the grassroots expertise you’ll need when rolling out AI, Paul shares practical lessons every CIO, IT director, and service-desk lead can act on today.Key Take-awaysStorytelling cuts through ITSM jargon. Simple analogies turn “boring” concepts into messages people remember.Common sense beats framework dogma. Follow ITIL where it helps, but bend...
2025-07-2424 minThe IT Experience Podcast124. 2025 Global IT Experience Benchmark: Uncovering the 13 % of Tickets Behind 80 % of Lost ProductivityLaunched in May at London’s iconic The Gherkin tower, HappySignals’ Pasi Nikkanen sits down with benchmark lead Sakari Kyrö to unpack the brand-new 2025 Global IT Experience Benchmark Report. Together, they explore why employee-focused support still tops the happiness charts, how finance services can be both the happiest and the slowest, and why remote-work scores slipped as enterprises tighten return-to-office mandates. You’ll hear actionable insights every CIO, IT director and service-desk leader can use to turn experience data into measurable productivity gains.Key Take-awaysThis year's report included data from enterprise services beyond...
2025-07-1020 minThe IT Experience Podcast123. Future Proofing Service Management with Sophie HusseyIn 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 o...
2025-04-0337 minThe IT Experience Podcast122. Barriers to AI adoption with Alexandre ValletteIn 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/i...
2025-03-2036 minThe IT Experience Podcast120. IT Trends 2025 with Roy AtkinsonIn 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.
...
2024-12-1237 min
The IT Experience Podcast117. Tiger Teams and Watermelons? ITXM MonthlyIn 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...
2024-10-3119 minThe IT Experience Podcast116. AI in ITSM: Avoiding the Hype with Stephen MannIn 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...
2024-10-2426 minThe IT Experience Podcast115. David Barrow - What the TV show Ted Lasso can teach us about Service ManagementIn 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...
2024-07-0446 minThe IT Experience Podcast114. David Stewart - Breaking Free from Ticket Queue SilosIf 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...
2024-06-2036 minThe IT Experience Podcast113. Addressing the Watermelon Effect? ITXM Monthly - May 2024In 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...
2024-05-2320 minThe IT Experience Podcast112. Future of IT Support - ITXM MonthlyIn 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
...
2024-04-2521 minThe IT Experience Podcast111. Claire Agutter - How hard can SIAM be?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...
2024-04-1147 minThe IT Experience Podcast110. Darren Rose - Keys to success with ESM. (Enterprise Service Management)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...
2024-04-0441 minThe IT Experience Podcast108. Monthly Insights: "Forrester: The Future Of IT Experience Monitoring is Human-Centric" - Feb 2024The 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...
2024-02-2216 minThe IT Experience Podcast107. XLA 1.0 Contract Example #xlaRegister 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...
2024-01-1913 minThe IT Experience Podcast106. #XLA - Penalties vs Rewards in XLA ContractsRegister 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
2024-01-0410 minThe IT Experience Podcast105. Four Options on How to Bring #XLAs into ContractsRegister 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.
2024-01-0315 minThe IT Experience Podcast104. IT Economics with Mark SmalleyMark 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 bu...
2023-11-1619 minThe IT Experience Podcast103. AI implications and considerations for ITSM, with Simone Jo MooreIn 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. :)
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To learn more about IT Experience Management (ITXM) Framework™, vi...
2023-11-0940 minThe IT Experience Podcast102. How to Incorporate XLAs into Outsourcing Agreements - SDI Webinar RecordingWhile 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...
2023-09-071h 23The IT Experience Podcast101. "IT, stop jumping into solution mode!" with Katrina MacdermidOur 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.
...
2023-08-3131 minThe IT Experience Podcast99. Introducing XLAs with Unisys customers, with Weston MorrisWeston 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...
2023-05-2532 minThe IT Experience Podcast98. What good is (ITXM) data if you don't make decisions based on it? with Dr. Selena FiskOur 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 t...
2023-05-1825 minThe IT Experience Podcast97. The state of ITXM/ITSM in the USA, with Matt BeranMatt 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 u...
2023-05-1120 minThe IT Experience Podcast96. What's wrong with Remote Work? Nothing! with Karen FerrisWhy 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 th...
2023-05-0417 minThe IT Experience Podcast95. How Customers and MSPs Benefit from IT Experience Management? With Katie BatesIn 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
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HappySignals...
2023-01-1908 minThe IT Experience Podcast94. CIO Agenda in 2023 - Predictions by Roy AtkinsonIn 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...
2022-12-2212 minThe IT Experience Podcast93. Happy XMOs! All about Experience Management Offices (XMO) with Neil Keating from BrightHorseIn 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
2022-12-1519 minThe IT Experience Podcast92. How Data Quality in ServiceNow impacts Experience with Mikko Juola from DCMHow 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:
...
2022-12-0815 minThe IT Experience Podcast91. Mark Smalley on why IT needs “Experience Dominant Logic” to improve servicesMark 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 Exper...
2022-12-0109 minThe IT Experience Podcast90. Doug Rabold on Why #XLAs Matter Now More Than Ever?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 Takeaway...
2022-11-2416 minThe IT Experience Podcast89. Antonina Klentsova - What does diplomacy and sustainability have to do with better IT Service Management?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...
2022-11-1720 minThe IT Experience Podcast88. Is Your IT Team Facing Cost Saving Pressure? #ITXMBack 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
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HappySignals YouTube Channel: https://w...
2022-11-1015 minThe IT Experience Podcast87. Lauren Kelly - How IT can harness behavioural thinking for real impact and value?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...
2022-11-0332 minThe IT Experience Podcast86. Don’t make these mistakes when changing your MSP. #ITXM #XLASami 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.
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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...
2022-10-2715 minThe IT Experience Podcast85. Matthew Burrows - On why skills mapping is essential to improving IT organisationsIn 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: ht...
2022-10-2027 minThe IT Experience Podcast84. Why is 80% of business productivity lost by 13% of your tickets?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
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HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA
Take the ITXM Foundation Course here - https://www.happysignals.com/itxm-foundation
Read more about HappySig...
2022-10-1312 min
The IT Experience Podcast83. Welcome to New Season of IT Experience Podcast with SakariWelcome 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 we...
2022-10-0403 min
The IT Experience Podcast82. How does IT Experience Management drive better decision making?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...
2022-05-1915 minThe IT Experience Podcast81. How to get the whole IT department into the ITXM™ busDing 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:
...
2022-05-0514 minThe IT Experience Podcast80. Discover the four trends driving ITXM™ in 2022The 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
...
2022-04-2111 minThe IT Experience Podcast79. Using ITXM™ for Continual Improvement SuccessFollowing 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
...
2022-04-0715 minThe IT Experience Podcast78. How to use ITXM™ to Identify improvement areas in ITITXM™ 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 conti...
2022-03-2415 minThe IT Experience Podcast77. Master IT Experience Management (ITXM™)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...
2022-03-1007 minThe IT Experience Podcast75. What did IT talk about in 2021 and predictions for 2022 with Roy AtkinsonIn 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!
2021-12-1611 minThe IT Experience Podcast71. How should IT management teams be using Experience Data?In this fully packed episode, Pasi and Sami start the conversation on how IT management teams should be using Experience Data. There are three key topics your management team should focus experience data on:
Decision Making
Cooperation with Business
Leading IT Delivery
Drawing from interviews with various globally recognised companies, such as Refinitiv and Ahlstrom-Munksjö, Pasi and Sami also discuss Human Centric IT, Why humans are the best sensors and the IT Experience Management Framework.
In future episodes, Pasi and Sami will dig deeper into these topic areas.
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About HappySignals
2021-10-1416 minThe IT Experience Podcast70. How to move from control to cooperation with your Service ProvidersCreating cooperation with your Service Providers creates greater alignment to IT goals and greater motivation to delivering and meeting service needs.
Traditionally, SLAs and the way they are formulated, are set up to control Service Providers and to imply sanctions when the target has not been met.
Not only this, but SLAs create a watermelon effect within your organisation, with Service Providers rushing through tickets in order to meet the set SLAs, instead of delivering a high-quality service. This can be highly demotivating for Service Providers, as well as frustrating for your end-users.
I...
2021-10-0715 minThe IT Experience Podcast69. Steps to creating Human Centric IT, with bioMérieuxHuman-Centric IT is a topic we frequently talk about in ITSM and IT Service Delivery. Human-Centric IT puts your end-users at the centre of Experience Management and all IT touchpoints. However, wouldn't it be great if there was an example of a companies journey to creating this kind of culture?
Oh wait, there is!
BioMérieux is a French multinational biotechnology company, which has existed for over 50 years. Their end-user base ranges from young tech-savvy new starters to employees who have been with the company since the beginning. BioMérieux wanted to improve how they de...
2021-09-3015 minThe IT Experience Podcast68. Employee Experience for ITAre you wondering where Employee Experience sits in the business, whether IT or HR owns it? Or maybe how starting from a "human perception" increases productivity?
In this episode, Pasi takes the different opinions and definitions of renowned ITSM thought leaders to expand the definition of what is Employee Experience for IT. From these definitions, Pasi goes further into where employee experience sits in business operations and HappySignals role in helping to deliver get experience outcomes for your end-users.
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About HappySignals
HappySignals is an Employee Experience Management platform for IT...
2021-09-2313 minThe IT Experience Podcast67. Ticket Bouncing - the most impactful ITIL metric?Ticket bouncing, commonly known as ticket reassignment, is where an IT incident or request ticket is passed from one team to another, before its resolution.
This has a dramatic effect on lost work time for the end-user, as well as happiness, productivity, resulting in greater costs and reduced business value. In fact, it has such an effect that we believe this could be one of the most important ITIL metrics to improve.
In this episode, Pasi divulges how HappySignals measures the impact of reassignment counts on happiness, productivity and cost, as well as customer testimonials f...
2021-09-1615 minThe IT Experience Podcast66. Motivate your Service Desk, through Experience ManagementTypically, Service Desk agents are heavily demotivated due to receiving an influx of negative feedback, typically due to the SLA metrics that they are contractually bound to.
However, when taking Experience Management into use, we have discovered that 82% of feedback the Service Desk receives is Positive.
There are many challenges that Experience Management overcome, such as:
Only sharing negative feedback
Not using Experience data
Limited access for stakeholders to see Service Desk results
Not connected, restricting information in able to improve problem areas
In this episode of Happy in 15, Pasi and Sami discuss...
2021-09-0914 minThe IT Experience Podcast65. Recreating the IT walk-in experience through Virtual Tech bars, with SophosDo you have many people working in remote places where the IT walk-in experience is unavailable? Do some of you end-users feel like they are missing out on certain IT services that others are receiving?
Sophos had this exact challenge. Specific end-users in remote locations, in countries where IT HQ was unavailable, were desperate to receive the walk-in experience for IT Incidents and Requests. After discovering this was a problem, Sophos worked on how to replicate this experience to all of their end-users - creating a Virtual Tech bar.
Find out in this episode the ch...
2021-09-0210 minThe IT Experience Podcast64. #XLA - Traditional SLAs; Should I remove them?Experience Level Agreements (XLAs) are the topic everyone's talking about. But does this mean you should be removing your ‘set in stone’ SLAs and replacing them?
SLAs have been labelled differently by ITSM thought leaders over recent years, bringing the question of whether or not they are serving a purpose to your IT organisation, or whether they are actually producing more harm than good.
Sami, an avid supporter for removing SLAs, discusses with Pasi the importance of using the right metric for measurement - SLAs measure the process, XLAs measure the outcome and value.
Furthermore, in this episode, we hear from...
2021-08-2616 minThe IT Experience Podcast63. Don't make this mistake with your ServiceNow platform!So you've invested in your (new) ServiceNow platform, how do you now show the value and the ROI from the NOW platform?
In order to prove the value of enabling ServiceNow, you need to start managing this asset and start creating and delivering great experiences to your end-users.
But how do you start creating great experiences for your end-users, that are worth celebrating?
In this episode of Happy in 15, Sami and Pasi discuss how you can begin to leverage the ServiceNow platform and begin delivering great experiences to your end-users. As well as...
2021-08-1914 minThe IT Experience Podcast62. Why are humans the best sensors for ITSM?Human feelings and experiences of IT services will always be the most reliable indicator for experience. Human-centric IT puts your end-users are at the centre of every single service that is delivered, and essentially, is your target market for deliverables.
In this episode of Happy in 15, Sami and Pasi dig deeper into Human-Centric IT and what it means to have Humans as sensors when looking for feedback and improvements, across all IT Touchpoints.
It is never too late to start your Experience Management journey, but it is better to start sooner than later. Your end-users a...
2021-08-1211 minThe IT Experience Podcast61. Human-Centric IT - It's a journey, but easy to startAre your end-users regularly complaining about IT Services? Do they feel that their voice isn't heard or listened to? Do you ever hear "Thanks to IT I was able to..."?
If this sounds familiar, then it is because you are taking the wrong approach to ITSM.
Human-Centric IT is about putting your end-users at the heart of your IT Touchpoints and listening to how they are experiencing IT services. From your end-user feedback, then improving your ITSM to benefit the user, making them happier and productive.
In your weekly Happy in 15, Sami and...
2021-08-0514 minThe IT Experience Podcast60. Experience; the shared goal for ITHaving one overall metric to measure everything within your IT services isn't sufficient in providing in-depth information on your end-users happiness and IT Service satisfaction. This is essentially the equivalent of going into a store and when leaving being prompted with the 4 smiley faces, asking you how was your experience in-store - it means nothing. You could have had an easy time finding your product, however, the customer service was shocking. How can you then accurately rate your experience with one metric?
Apply this same example to IT Services - You have many people, managing many different...
2021-07-3014 minThe IT Experience Podcast59. Happiness Score™ - What would be a good score for our company?A question we hear a lot at HappySignals is "What would be a good score for our company?"
In this special edition of Happy in 15, HappySignals CEO, Sami Kallio, draws information from our recent Global IT Experience Benchmark report for H/1. This report contains anonymous data from all of our customers across different cultures, countries and industries. Sami discusses about how different industries and countries can have vastly different scores, hence making it quite difficult to create and "ideal score" or generic score to work towards.
Instead, Sami offers you advice on how to work...
2021-07-2313 minThe IT Experience Podcast58. Experience is about People, Processes and Tech - In that orderUnhappy end-users, losing productivity daily, a constant stack up of support tickets for IT incidents and requests? If this sounds familiar then something is wrong.
Delivery great services need to start from the end-users themselves, and the areas they are shouting about which needs improvement. If you aren't listening to your end-users, then you face the dreaded watermelon effect and the continued bad reputation that IT departments so famously hold.
Focus on People and understand what they want, then tailor the processes and tech around what your end-users want. In this episode of Happy in 15, Pas...
2021-07-1614 minThe IT Experience Podcast57. Deep Dive into Global IT Experience and Overall IT HappinessIn this special episode of Happy in 15, HappySignals CEO, Sami Kallio, has his first opportunity to dive deeper into Service Management and the Global IT Experience report, previously known as Happiness Score™ Report.
Sami goes through the latest findings from the Global IT Experience Benchmark Report for the first half of 2021, specifically focusing on the overall IT happiness areas, divulging data from all of our customers on the happiest areas of IT services, as well as the unhappiest areas.
In just 15 minutes you can find out why end-users on a global scale are:
Unhappy wi...
2021-07-0915 minThe IT Experience Podcast56. Stop the 'Yearly Surveys' if you want to impact your IT ExperienceJust like 2020, Yearly Surveys are a thing of the past and something to be forgotten. Yearly Surveys do not give you that valuable, qualitative data, that you can use at every step of your IT Service Experience. Let's throw you this statement; You wouldn't measure your customer experience once a year, so why do it with your employees?
In this episode of Happy in 15, Sami and Pasi divulge why Yearly Surveys are a thing of the past and the problems/challenges encountered by them, such as:
Too slow
Too much effort
Out of date data (for...
2021-07-0213 minThe IT Experience Podcast55. What challenges does human-centric IT solve?The ever-changing needs of end-users are a phenomenon that must be addressed to streamline IT services to keep your employees productive and, most importantly, happy.
Traditionally, in ITSM, we focus our measurement efforts on outputs, which is essentially the beginning of the end. By measuring IT services in this manner, we will never truly understand how end-users are experiencing IT services, creating the Watermelon effect.
On the other hand, creating a Human-centric IT solves more problems than just increasing the happiness of your end-users; even though that is a massive achievement.
In this...
2021-06-2508 minThe IT Experience Podcast54. Partnerships; a Force for Customer SuccessIn this episode, Sami is joined by Katie Bates, VP of Global Partnerships and Alliances at HappySignals. Sami and Katie start the discussion on how creating partnerships with vendors and MSP will boost their success with their customers as well as their customer's employee's experience.
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Topics Covered in this episode:
Introduction to Katie Bates, VP of Global Partnerships and Alliances
How MSPs and vendors can differentiate from competitors
Why Partnerships are a force for customer success and high-quality customer experience.
Plus, Read our The Practical Guide...
2021-05-1209 minThe IT Experience Podcast53. #XLA - Experience Management Drives Business Value, with Bright HorseBright Horse's Neil Keating joins the HappyToday podcast to discuss how focusing on employee experience not only makes your end-user more productivity but can lead to further benefits for the organisation, such as loyal customers and shareholder value.
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Topics Covered in this episode:
The benefits of employee experience
Employee Experience impacts the business, not just employees
Plus, Read our The Practical Guide to XLAs.
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Bright Horse and Neil Keating
Helping organisations gain improved productivity, profits and customer loyalty through improving their...
2021-04-2816 minThe IT Experience Podcast52. #XLA - Reckitt; Pioneers for Experience ManagementIn this episode, Pasi is joined by Reckitt's Head of Global Service Management, Prashant Arora, as well as Andrew Murphy the IS Manager of User Technology & Services EMEA. Pasi talks in-depth about Reckitt's journey from integrating Experience Management to their current success.
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Topics Covered in this episode:
How Reckitt started their journey with Experience Management
Inside behind the scenes view of Reckitt's ITSM and Employee Experience Framework
How Reckitt are pioneering forward to Experience greatness
Find out how Reckitt combines XLAs with SLAs
Plus...
2021-04-1528 minThe IT Experience Podcast51. #XLA - Alan Nance from XLA Collab, Incentives Reap Huge BenefitsSami and Pasi are joined by the Co-founder and President of XLA Collab, Alan Nance. In this episode, the guys dive into recent study findings and how there is now data starting to show what actually works when it comes to Experience Level Agreements.
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Topics Covered in this episode:
How XLAs can impact service positively
Why Incentives (positive and negative) should be used with your service desk
Including XLAS as part of Experience Management practice
Plus, Read our The Practical Guide to XLAs.
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2021-04-1423 minThe IT Experience Podcast50. Optimise ServiceNow Through Experience Management, with Jimmy FitzgeraldJimmy Fitzgerald, former Senior Vice President of Customer Outcomes at ServiceNow, joins Pasi in today's episode to discuss the three common questions he encountered from Senior Executives, about fully utilizing their ServiceNow platform. Not only this, but Jimmy also has some news on his next "Happy" venture.
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Topics Covered in this episode:
The three common questions C-Level Executives ask on Optimising ServiceNow
Why Experience Management is the key to ServiceNow
Plus, Read our The Practical Guide to XLAs.
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Jimmy Fitzgerald
Jimmy...
2021-03-3017 minThe IT Experience Podcast49. Employee Experience Drives Service Delivery, with FujitsuIn this episode, Sami is joined by Damien Fenwick, a Service Manager from Fujitsu. Over the last few years, Damien has been working on building the Experience Management practice for Fujitsu. Damien is a keen enthusiast for measuring experience and understanding how users feel about a service allows them to put their end-users at the heart and deliver a better service.
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Topics Covered in this episode:
How Fujitsu approach Employee Experience
Putting end-users at the heart of their service delivery
Including XLAS as part of their Experience Management p...
2021-03-1725 minThe IT Experience Podcast48. #XLA - Refinitiv's IT Service Transformation - From SLAs to XLAsIn this episode, Pasi is joined by Refinitiv's Director of Service Improvement, Mark Bewick, and Head of Service Management, Neville Hughes, discussing how Refinitiv changed their approach to implement experience led IT operations.
Refinitiv embarked on the journey to investigate and redefine their IT service. The journey unearthed common pain points, the “3 main ingredients of employee happiness” and confirmation that traditional metrics need “help” to consider employee experience.
Refinitiv has started a journey of employee happiness (with IT support), they are witnessing great results and have huge ambition to make things better still.
...
2021-01-2944 minThe IT Experience Podcast47. CIOs are the Driving Force for Cultural Change, with Karen FerrisPasi and Sami are joined with the change management rebel with a cause - Karen Ferris. Karen has been working as a change management consultant for the last 3 year and in the episode, she discusses the events over the last year and how CIOs need to become the driving force for organisational cultural change.
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Topics Covered in this episode:
What COVID 19 has taught us about rapid change
CIOs play a prime responsibility in cultural change
Tech the driver for change
Plus, Read our The Practical Guide t...
2020-12-1426 minThe IT Experience Podcast46. Continuous Service Improvement in Academia, with George Washington UniversityPasi is joined by the Director of IT Service Delivery from George Washington University (GW), Chris Megill. In this episode, Pasi and Chris discuss why GW has integrated HappySignals into its IT stack, on their quest to continuous service improvement and employee experience.
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Topics Covered in this episode:
George Washington University has over 50,000 IT tickets per year, with their primary audience students and faculty staff
How GW overcame challenges of low response rates through basic surveys
Why Happiness and Productivity matches with GW's service priorities
The...
2020-12-1014 minThe IT Experience Podcast45. #XLA - Experience Management Benefits all Business RolesIn this episode, Pasi and Sami explore what Experience Management means to different roles within the business, and how it can impact their work life and productivity.
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Topics Covered in this episode:
The benefits of Experience Management for:
End-users (Employees)
IT Departments Employees (Agents also)
Service Desk Managers
Service Owners / Service Desk Outsourcing
IT Directors / CIOs
Plus, Read our The Practical Guide to XLAs.
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About HappySignals
HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected t...
2020-12-0717 minThe IT Experience Podcast44. #XLA - Employee Experience with Roy Atkinson - Part 2Pasi and Sami continue their conversation with ITSM legend Roy Atkinson, uncovering the different cornerstones of Employee Experience and what companies need to be doing in order to effectively manage their end-users experience; Experience Management.
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Topics Covered in this episode:
The importance of feedback
Why you need to start measuring now
Experience Management process
Employee Experience relating to business outcomes
Goodhart's Law
Plus, Read our The Practical Guide to XLAs.
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Roy Atkinson
Roy Atkinson is...
2020-12-0227 minThe IT Experience Podcast43. #XLA - Experience is More than an AgreementIn this episode, Sami and Pasi dig deeper into the topic of Experience Level Agreements, discussing how companies need to go further than creating agreements for measuring experience, which has previously restricted its predecessor - Service Level Agreements. The guys also bring to light Experience Management - an overall approach to focus on building and maintaining positive experiences.
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Topics Covered in this episode:
Why experience is more than just an agreement
Experience Management - the way of working that focuses on experience
Plus, Read our The Practical Guide...
2020-11-3012 minThe IT Experience Podcast42. #XLA - Employee Experience for IT, with Roy Atkinson - Part 1Today the guys are joined by ITSM legend, Roy Atkinson. Roy is currently the CEO and Principal Analyst at Clifton Butterfield LLC, offering business advice in service management.
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Topics Covered in this episode:
What is Employee Experience
The difference between Employee Experience and Employee Engagement
Experience and end-user feelings
Employee Experience from different viewpoints
Shifting experience to deal with unprecedented events (Global Pandemic)
Plus, Read our The Practical Guide to XLAs.
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Roy Atkinson
Roy Atkinson...
2020-11-2519 min
The IT Experience Podcast42. #XLA - Employee Experience for IT, with Roy Atkinson - Part 1Today the guys are joined by ITSM legend, Roy Atkinson. Roy is currently the CEO and Principal Analyst at Clifton Butterfield LLC, offering business advice in service management.
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Topics Covered in this episode:
What is Employee Experience
Experience and end-user feelings
Employee Experience from different viewpoints
Shifting experience to deal with unprecedented events (Global Pandemic)
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Roy Atkinson
Roy Atkinson is a well-known evangelist in the ITSM arena, having authored and contributed to many pieces on content with ITSM.tools...
2020-11-2500 minThe IT Experience Podcast41. #XLA - The Key Differences Between XLAs and SLAsFollowing the recent release of the Practical Guide to XLAs, Sami and Pasi start discussing the chapter XLA vs SLA and the key differences between the two.
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Topics Covered in this episode:
The key differences between XLAs and SLAs
What really SLAs are
How XLAs compare to SLAs
Plus, Read our The Practical Guide to XLAs.
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XLA Partners
CitrusCollab
Bright Horse
Giarte
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About HappySignals
HappySignals is an Employee Ex...
2020-11-2011 minThe IT Experience Podcast40. #XLA - The Practical Guide to Experience Level AgreementsEverything you've ever wanted to know about Experience Level Agreements is finally here. We have received a lot of interest and questions regarding XLAs - What are they? What are the benefits? How to implement them? and many more.
So we decided to make The Practical Guide to XLAs, which is now available to read and download from our website. Download now and share with your colleague: Read our The Practical Guide to XLAs.
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About HappySignals
HappySignals is an Employee Experience Management platform for IT that makes experience data visible...
2020-11-1802 minThe IT Experience Podcast39. How to increase happiness by 112%, with Ahlstrom-MunksjöPasi is joined by the team behind 'Project Happy', who increased the happiness of their end-users at Ahlstrom-Munksjö by 112%, as well as decreasing the lost time by 69%. This was done in conjunction with their outsourced service partners Tech Mahindra and Tieto, as well as using ServiceNow as their ITSM tool.
Watch the full video and read the customer case here: https://www.happysignals.com/customer-cases/ahlstrom-munksjo
Read our The Practical Guide to XLAs
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Topics Covered in this episode:
How Ahlstrom-Munksjö found and overcame the watermelon effect
'Project Happy' - th...
2020-11-1329 minThe IT Experience Podcast38. #XLA - Why SLAs Miss the Reality of a Situation, with TOPdesk's Hannah PricePasi is joined by TOPdesk Service Management Consultant, Hannah Price. In this episode, Hannah and Pasi discuss the importance of tailoring XLAs to an organization as well as bringing the customer into the conversation to truly impact the customer experience.
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Topics Covered in this episode:
Why XLAs need to be tailored to an organization
Bringing customers into the XLA conversation
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Hannah Price
Hannah has been working for TOPdesk for over seven years, helping clients implement ideas on-premises and SaaS solutions, as well as designing and optimizing their p...
2020-10-1818 minThe IT Experience Podcast37. #XLA - Is Happiness Overrated, with Giarte CEO, Marco GianottenToday the guys are joined by the CEO of Giarte, Marco Gianotten, discussing today's topic; is happiness overrated? This episode dives deeper into the metric of happiness, the importance of keeping end-users happy throughout their IT experience, and achieving greater value through a continuous happy experience.
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Topics Covered in this episode:
The pursuit of happiness
Happiness as a metric
The Importance of experiencing happiness over-time
Input, Outcome, and Impact
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Marco Gianotten and Giarte
Marco Gianotten is the CEO of...
2020-09-2125 minThe IT Experience Podcast36. #XLA - Experience and Outcome Metrics with Barclay RaeIndependent ITSM Consultant, Barclay Rae, joins our hosts Sami and Pasi to discuss his latest article 'Watertight not Watermelon SLAs' as well as how he sees the industry changing. Barclay also discusses with the guys the motion of how an agreement for experience may be difficult to adhere to, however, IT departments need to be measuring value, experience, and outcomes instead of traditional SLA metrics.
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Topics Covered in this episode:
'Watertight not Watermelon SLAs'. https://www.barclayrae.com/watertight-not-watermelon-slas/
How Experience Level Agreements could be difficult to measure if they...
2020-08-2729 minThe IT Experience Podcast35. Chris Fazey, Dean Underwood and Prashant Arora, three Global IT Directors share their experiencePasi and Sami are joined by three Global IT Services leaders from Campari Group, Sophos, and Reckitt Benckiser. In this episode we discuss the challenges, experiences, and key learnings from the explosion of Remote Work in the three different organisations from the data HappySignals has gathered from our HappinessScore™ Report. You can access a video version of this webinar recording here: https://bit.ly/3cKh4Ez -----
About HappySignals HappySignals make 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.
This...
2020-05-191h 16The IT Experience Podcast34. #XLA - What are the Benefits of Experience Level Agreements?Pasi and Sami discuss the key benefits of Experience Level Agreements, as well as giving real-life examples on how XLAs are used or can be applied to everyday scenarios. Top 5 benefits of XLAs: XLAs measure the value of the Service Desk from the perspective of the business XLA measurement boosts cooperation A more motivated Service Desk team Drives business value Moving target - in a positive way ------ About this podcast This is a podcast for those who want to improve service experience of internal services in large enterprises. If you use ServiceNow or other enterprise service management system...
2020-04-1310 minThe IT Experience Podcast33. #XLA - What are Experience Level Agreements?"Most people understand XLAs as focusing on the outcomes and experience-based outcomes"
Experience Level Agreements are an ever growing topic in ITSM. However, the term has never been given a single definition for the industry to follow. Pasi and Sami round up a variety of definitions, from many different organisations across the world, to bring to you the baseline of what an XLA is.
Read our The Practical Guide to XLAs.
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About this podcast
This is a podcast for those who want to improve service experience of internal s...
2020-03-3015 minThe IT Experience Podcast32. How 5,500 end-users feel about Remote Work, latest survey resultsRemote work has been an emerging trend recently, with more and more organisations having to incorporate this way of working. HappySignals brings to you a 'Sneak Peek' into end-users experience of Remote Work, from over 5,500 employee responses.
This data will be part of the Happiness Score™ Report Q2 2020. You can download the most recent version of the Happiness Score™ Report here: https://www.happysignals.com/happiness-score
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About this podcast
This is a podcast for those who want to improve service experience of internal services in large enterprises. If you use Serv...
2020-03-2728 minThe IT Experience Podcast31. Enfo's Journey to Modern IT Service Provider (MSP)Enfo's SVP of Service Center, Minna Nousiainen, shares the Enfo journey to becoming a modern IT Service Provider and the importance of service experience for the company.
"With this tool and these discussions, we are on the same side of the table with the customer. We are not a Service Provider and customer buying it, but we can see that there are impacts of both of our actions." Minna Nousiainen
Find out more at https://www.happysignals.com/
2020-03-1618 minThe IT Experience Podcast30. CIO Interview: How To Create End-User Centric Culture? Christopher Woods, CIO at CampariCampari's CIO Christopher Woods "the first thing a sales director looks at is his daily sales report. One of the first things I will look at is, what is the progression of the experience reports." In this episode, Chris Woods gives insight into how he is embedding employee experience at the heart of Campari's IT services, in doing so, creating an end-user centric culture. More at https://www.happysignals.com/
2020-03-0207 minThe IT Experience Podcast29. What Impacts Employee Experience in ServiceNow?Which factors are really impacting your employees positively and negatively in their IT service experience?
In this episode, Sami and Pasi talk about the range of factors that drive employees to a better employee experience, as well as the negative factors that reduce happiness, productivity and increase lost time.
Download your copy of the 'Happiness Score™ Report' here: https://www.happysignals.com/happiness-score
2020-02-1709 minThe IT Experience Podcast28. Internal Service Desks make Employees 47% More Productive with XLA?Pasi gets hit with a watermelon! No seriously, an actual watermelon! In fact, the whole industry is getting hit with watermelons.
In this episode Sami and Pasi discuss how Internal Service Desks make employees 22% happier and 47% more productive compared to Outsourced Service Desks. This is caused by something known as the 'Watermelon Effect', where companies are meeting objectives (the green of the watermelon) and everything seems fine, when actually employees are seeing red.
Companies heavily focus projects on SLAs (service level agreements) which is the main reason for the 'Watermelon Effect'. Instead, companies need to n...
2020-02-0309 minThe IT Experience Podcast24. Campari 'Goes a Sip Beyond' by Transforming their Employee ExperiencePasi meets Chris Fazey, the Global IT Digital User Experience Manager for Campari. In this episode, Chris explains how a passionate company such as Campari wants a continual service improvement and big change. After beginning their transformational journey 4 months ago, they have discovered rapid transformation, having experience data together with the operational data from ServiceNow as their enabler. Chris also explains how important it is to shift from using SLAs to XLAs (experience level agreements) and the big difference between having insight vs guessing at problems.
Full transcript and video:
https://www.happysignals.com/blog/podcast-campari-goes-a-sip-beyond-by-transforming-their-employee-experience
2019-12-1810 minThe IT Experience Podcast23. Steps to Happiness in Employee ExperienceIn this episode, Pasi and Sami discuss the HappySignals way to achieving Happiness in Employee Experience. Including how to get started, as well as the different approaches and methods to higher levels of Happiness for your end-users.
Show notes and more at https://www.happysignals.com/
2019-12-1208 minThe IT Experience Podcast19. From IT Cost to Business Value using Employee ExperiencePasi interviews Sami on his articles about changing the strategy in IT from Cost Reduction to Proving Business Value.
--- Excerpt from the Article ---
Has the focus on IT support cost reduction really been the best option for CIOs and their senior management teams?
There has been a long-held view that the IT service desk is a “cost of quality,” i.e. it’s an additional and unnecessary cost that’s caused by a lack of quality in certain parts of the IT value chain. With IT issues – or “incidents” to use ITIL terminolog...
2019-09-0211 minThe IT Experience Podcast11. Jesper Hansen from Region Midtjylland, Providing Experience for HospitalsPasi learns how Jesper Hansen's team in Denmark analyses and improves their end-users experience with HappySignals experience data. Region Midtjylland provides Service Desk for local hospitals using their ServiceNow.
Episode notes at:
https://today.happysignals.com/podcast-jesper-hansen-from-region-midtjylland-providing-experience-for-hospitals
2019-06-1808 minThe IT Experience Podcast9. Happiest Enterprise 2019 - Finnish Postal Company, Riikka SalonenIn this episode Pasi Nikkanen had an interview with Riikka Salonen, Service Support Lead at Posti, the Finnish Postal Company. It was recorded during Happy User Group in Helsinki on May 23rd. Based on HappySignals' Happiness Score™ they ranked as #1 this year. Listen to how they use Employee Experience with their ServiceNow in their Enterprise Service Management: IT, HR and Finance Services. And how fears of being measured turned into positive Agent motivation.
Episode notes: https://today.happysignals.com/
Posti (Finnish Postal Company): https://www.posti.com/en/
2019-06-0312 minThe IT Experience Podcast6. Employees are different, learn how different profiles behaveIn HappySignals measurement tool, we define employee into four different behavioural profiles. In this episode we explain those profiles and what drives different types of people in your organisation.
You can download an free eBook about the profiles here:
https://happysignals.com/it-profiles/
For more information visit happysignals.com.
2019-05-0610 minThe IT Experience Podcast1. Employee Experience in ITSMIn this episode we talk about Employee Experience in ITSM and how HappySignals got started.
Find out more here: https://www.happysignals.com/
2019-04-2512 min