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The IT Experience Podcast - HappyToday

The IT Experience Podcast - HappyToday

By HappySignals
Podcast for those who want to improve Employee Experience of IT Services in large enterprises. We talk about IT Experience, how does it change the culture of IT Departments from SLAs to Experience Metrics and XLAs. If you use ServiceNow or other enterprise service management system to provide services to end-users, then this is for you.
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The NEW format of 'IT Experience Podcast' - Happy in 15!
It is time for something new, something fresh. We have decided to stop making long 45-minute podcast episodes and bring to you bite-sized, specific topic-focused content. This content will be published weekly- We aim to bring you IT Experience Happiness in 15 minutes, that's why we have called this concept 'Happy in 15'. If you prefer to watch the episodes, check them out on Youtube or our new content platform, The Learning Center, where you can find even more content answering specific questions and topic discussions, such as XLAs, ServiceNow, IT Culture and more Employee Experience related conversations. We hope you enjoy it, stay happy!
01:16
June 10, 2021
54. Partnerships; a Force for Customer Success
In 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. ----------------------------------------------- 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 to XLAs. ------------------------------------------------- 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
09:30
May 12, 2021
53. #XLA - Experience Management Drives Business Value, with Bright Horse
Bright 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. ----------------------------------------------- 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. ------------------------------------------------- Bright Horse and Neil Keating Helping organisations gain improved productivity, profits and customer loyalty through improving their employee and customer experience of IT Services. Providing leadership on the creation of Experience Management Offices with new thinking, new cultures and new technologies enabling customers to measure and improve employee and customer experience. LinkedIn = linkedin.com/in/neildkeating Bright Horse website = brighthorse.co.uk   ------------------------------------------------- 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
16:43
April 28, 2021
52. #XLA - Reckitt; Pioneers for Experience Management
In 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. ----------------------------------------------- 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, Read our The Practical Guide to XLAs. ------------------------------------------------- Reckitt (previously known as RB) We protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. Our products reach millions of people every day, as we fight to improve global access to the highest quality hygiene, wellness and nourishment. Contact Prashant LinkedIn = linkedin.com/in/parora6 Twitter = parora6 Email = pprashan@gmail.com Contact Andrew LinkedIn = linkedin.com/in/arm66 ------------------------------------------------- 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
28:40
April 15, 2021
51. #XLA - Alan Nance from XLA Collab, Incentives Reap Huge Benefits
Sami 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. ----------------------------------------------- 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. ------------------------------------------------- XLA Collab and Alan Nance  XLACollab helps enterprise-level organizations create and manage a valued and valuable employee experience that matters for their business.  We are made up of fiercely independent thinkers who apply the Art and Science of Experience to co-create the design and delivery of better customer experience.  Allowing organizations to offer products and services that make everyone feel good about interacting with them. Contact Alan: LinkedIn: linkedin.com/in/alannance Twitter: @Alan_Nance Email: alan.nance@gmx.com  ------------------------------------------------- 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
23:54
April 14, 2021
50. Optimise ServiceNow Through Experience Management, with Jimmy Fitzgerald
Jimmy 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. ----------------------------------------------- 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. ------------------------------------------------- Jimmy Fitzgerald Jimmy has been leading a global team of digital workflow experts focused on creating business outcomes for enterprises worldwide. He has collaborated with global practice leaders in a growing ecosystem of partners to accelerate excellence in delivering projects and customer value.   LinkedIn = linkedin.com/in/jamesfitzgeraldservicenow Twitter = @fitzgerald_jm ------------------------------------------------- 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
17:30
March 30, 2021
49. Employee Experience Drives Service Delivery, with Fujitsu
In 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.  ----------------------------------------------- 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 practice Plus, Read our The Practical Guide to XLAs. ------------------------------------------------- Fujitsu and Damien   Fujitsu Limited is a Japanese multinational information technology equipment and services company headquartered in Tokyo. In 2018, it was the world's fourth-largest IT services provider measured by global IT services revenue. Fortune named Fujitsu as one of the world's most admired companies and a Global 500 company. Follow Damien on Social Media: LinkedIn: https://www.linkedin.com/in/damien-fenwick-b74ba324/ ------------------------------------------------- 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
25:06
March 17, 2021
48. #XLA - Refinitiv's IT Service Transformation - From SLAs to XLAs
In 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. ----------------------------------------------- Topics Covered in this episode: Break down some of the IT Support/business walls Understand how employees really feel and what can be done to make things better Improve relationships with employees and service providers Plus, Read our The Practical Guide to XLAs. ------------------------------------------------- Refinitiv Refinitiv provides information, insights and technology that drives innovation and performance in global financial markets, serving more than 40,000 institutions in approximately 190 countries. Contact information: Mark Bewick: mark.bewick@refinitiv.com Neville Hughes: neville.hughes@refinitiv.com ------------------------------------------------- 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
44:44
January 29, 2021
47. CIOs are the Driving Force for Cultural Change, with Karen Ferris
Pasi 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. ----------------------------------------------- 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 to XLAs. ------------------------------------------------- Karen Ferris Karen educates and coaches leaders to create a workforce resilient in the face of constant, uncertain and volatile change. The organisations Karen works with enjoy significant improvements in employee well-being, engagement and productivity. Follow Karen on Social Media: LinkedIn: linkedin.com/in/karenferris-resilience-change-management Twitter: @Karen_Ferris ------------------------------------------------- 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
26:19
December 14, 2020
46. Continuous Service Improvement in Academia, with George Washington University
Pasi 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. ----------------------------------------------- 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 benefits of using IT Support Profiles for an educational institution Why Experience Data allows GW to predict trends and justify spending Plus, Read our The Practical Guide to XLAs. ------------------------------------------------- George Washington University  George Washington University is a private institution that was founded in 1821. It has a total undergraduate enrollment of 12,484, its setting is urban, and the campus size is 43 acres. It utilizes a semester-based academic calendar.  ------------------------------------------------- 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
14:49
December 10, 2020
45. #XLA - Experience Management Benefits all Business Roles
In 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. ----------------------------------------------- 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. ------------------------------------------------- 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
17:26
December 7, 2020
44. #XLA - Employee Experience with Roy Atkinson - Part 2
Pasi 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. ----------------------------------------------- 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. ------------------------------------------------- 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 as well as a decade at Informa Tech. However, over the last 7 years, Roy has been offering his knowledge and services focusing on service management, customer service, customer experience, and content services. Recently this year, Roy has also been made a fellow of the Institute for Digital Transformation, where he joins other Industry Experts who share their thoughts, opinions, and real-life experiences about the transition from the Industrial Era to the Digital Era Follow Roy on Social Media: LinkedIn: https://www.linkedin.com/in/royatkinson/ Twitter: @RoyAtkinson ------------------------------------------------- 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
27:21
December 2, 2020
43. #XLA - Experience is More than an Agreement
In 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. ----------------------------------------------- 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 to XLAs. ------------------------------------------------- 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
12:13
November 30, 2020
42. #XLA - Employee Experience for IT, with Roy Atkinson - Part 1
Today 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. ----------------------------------------------- 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. ------------------------------------------------- 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 as well as a decade at Informa Tech. However, over the last 7 years, Roy has been offering his knowledge and services focusing on service management, customer service, customer experience, and content services. Recently this year, Roy has also been made a fellow of the Institute for Digital Transformation, where he joins other Industry Experts who share their thoughts, opinions, and real-life experiences about the transition from the Industrial Era to the Digital Era Follow Roy on Social Media: LinkedIn: https://www.linkedin.com/in/royatkinson/ Twitter: @RoyAtkinson ------------------------------------------------- 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
19:29
November 25, 2020
41. #XLA - The Key Differences Between XLAs and SLAs
Following 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. ----------------------------------------------- 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. ------------------------------------------------- XLA Partners CitrusCollab  Bright Horse  Giarte ------------------------------------------------- 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
11:16
November 20, 2020
40. #XLA - The Practical Guide to Experience Level Agreements
Everything 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. ------------------------------------------------- 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
02:00
November 18, 2020
39. How to increase happiness by 112%, with Ahlstrom-Munksjö
Pasi 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 ----------------------------------------------- Topics Covered in this episode: How Ahlstrom-Munksjö found and overcame the watermelon effect 'Project Happy' - the continuous service improvement program 112% increase in happiness from October 2019 till September 2020 ------------------------------------------------- Ahlstrom-Munksjö Ahlstrom-Munksjö is the global leader in fiber-based solutions, with over 45 plants and converting sites in 14 different countries. They have over 8,000 employees with their head office located in Helsinki. Ahlstrom-Munksjö report over 150,000 IT cases per year (incidents and requests) and has over 100 global IT services with over 500 local applications. ------------------------------------------------- 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
29:25
November 13, 2020
38. #XLA - Why SLAs Miss the Reality of a Situation, with TOPdesk's Hannah Price
Pasi 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. ---------------------------------------------- Topics Covered in this episode: Why XLAs need to be tailored to an organization Bringing customers into the XLA conversation  ------------------------------------------------- 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 processes. As well as this, Hannah is a frequent blog writer in the ITSM industry, including her article for ITSM.tools - What exactly are XLAs and how do you use them? Read more of Hannah's Blogs: TOPdesk ITSMtools Find Hannah on LinkedIn ------------------------------------------------- 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 Read our The Practical Guide to XLAs. Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
18:20
October 18, 2020
37. #XLA - Is Happiness Overrated, with Giarte CEO, Marco Gianotten
Today 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. ----------------------------------------------- Topics Covered in this episode: The pursuit of happiness Happiness as a metric The Importance of experiencing happiness over-time Input, Outcome, and Impact ------------------------------------------------- Marco Gianotten and Giarte Marco Gianotten is the CEO of Giarte, a research and consultancy firm within IT services and IT (out)-sourcing, operating out of Amsterdam, The Netherlands. Giarte has been recording experiential knowledge and perception of IT services in business environments for more than 15 years. You can download a free copy of Digital Empathy e-book by Marco Gianotten here: https://promo.happysignals.com/digital-empathy-download ------------------------------------------------- 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
25:55
September 21, 2020
36. #XLA - Experience and Outcome Metrics with Barclay Rae
Independent 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. ----------------------------------------------- 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 remain agreements A focus on Experience and Outcomes Plus, Read our The Practical Guide to XLAs. ------------------------------------------------- Barclay Rae Barclay Rae has been consulting and working in the ITSM industry for 30+ years. He has carried out a number of industry roles with various organisations such as SDI, itSMF UK, ITIL with Axelos, as well as being a co-author of recent ITIL publications. Follow Barclay on Social Media: LinkedIn: https://www.linkedin.com/in/barclayrae/ Twitter: @barclayrae ------------------------------------------------- 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
29:28
August 27, 2020
35. Chris Fazey, Dean Underwood and Prashant Arora, three Global IT Directors share their experience
Pasi 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 saves time and money. Our customers have been able to make employees happier and increase productivity by 26%. This is why we exist.  Find out more here: https://www.happysignals.com/
01:16:23
May 19, 2020
34. #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, then this is for you. Read our The Practical Guide to XLAs.  -----  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 saves time and money. Our customers have been able to make employees happier and increase productivity by 26%. This is why we exist. Find out more here: https://www.happysignals.com/
10:55
April 13, 2020
33. #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. ------ 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, then this is for you. ----- 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 saves time and money. Our customers have been able to make employees happier and increase productivity by 26%. This is why we exist. Find out more here: https://www.happysignals.com/
15:57
March 30, 2020
32. How 5,500 end-users feel about Remote Work, latest survey results
Remote 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 ------ 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, then this is for you. ----- 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 saves time and money. Our customers have been able to make employees happier and increase productivity by 26%. This is why we exist. Find out more here: https://www.happysignals.com/
28:25
March 27, 2020
31. 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/
18:52
March 16, 2020
30. CIO Interview: How To Create End-User Centric Culture? Christopher Woods, CIO at Campari
Campari'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/
07:23
March 2, 2020
29. 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
09:47
February 17, 2020
28. 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 now focus on implement XLAs (experience level agreements) when measuring IT services. Data of this episode has been taken from the 'Happiness Score™ Report'. Download your copy of the Happiness Score™ Report below: https://www.happysignals.com/happiness-score
09:47
February 3, 2020
27. Our Customers Increase Employee Productivity 26% by Making People Happier
Sami and Pasi discuss how our customers increase their employees productivity by 26% by making people happier. An increase in productivity by 26% means 1 hours per ticket is saved for end-users. From our HappinessScore™ Report, which is built from 1 million customer responses, Pasi and Sami go through the successful and unsuccessful company cases, showing you what to do and what not to do. Find our HappinessScore™ Report here: https://www.happysignals.com/happiness-score
05:18
January 20, 2020
26. Impact of ServiceNow's Reassignment Count on Employees Productivity
Sami and Pasi discuss data from over 1 million customer responses - the Happiness Score™ Report. In this episode they analyse their customer's data who are using ServiceNow or other ITSM platforms. One topic they have measured in this report is the impact of reassignment counts - when a ticket is passed from one team to another.  Download the Happiness Score™ Report here: https://www.happysignals.com/happiness-score
08:54
January 7, 2020
25. 2020 ITSM Trends with Stephen Mann / itsm.tools
In this episode Pasi interviews Stephen Mann, who is the principal and content director at ITSM Tools. ITSM Tools is a website dedicated for ITSM topics from ITSM.tools. Pasi and Stephen discuss the latest trends in the ITSM industry - what is currently working and what to look for in future. More information on Stephen or ITSM.tools can be found below:  ITSM Tools Website - https://itsm.tools/  Stephen Mann Twitter - @stephenmann  ITSM Trends Article - https://itsm.tools/itsm-trends-in-2020-the-crowdsourced-perspective/
14:54
December 30, 2019
24. Campari 'Goes a Sip Beyond' by Transforming their Employee Experience
Pasi 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 Learn more at https://www.happysignals.com/
10:53
December 18, 2019
23. Steps to Happiness in Employee Experience
In 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/
08:05
December 12, 2019
22. Blake Morgan - Customer Experience Futurist, Keynote Speaker, Author
Hosted today by Marko Ruusinen, our guy in Palo Alto. He's interviewing Blake Morgan a leader in customer experience. She is a keynote speaker and customer experience futurist and author of two books on customer experience. Recorded outside. Learn more about Blake at https://www.blakemichellemorgan.com/ Blake’s New Book, The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business https://www.blakemichellemorgan.com/the-customer-of-the-future-by-blake-morgan/ Also listen to Blake's podcast at https://www.blakemichellemorgan.com/the-modern-customer-podcast/ Show notes and more at https://www.happysignals.com/
16:01
November 22, 2019
21. ITIL 4 - High Velocity IT with Mark Smalley
In this episode Pasi interviews Mark Smalley about ITIL 4 and his upcoming book "ITIL 4 - High Velocity IT". Links from the episode: ITIL®4 at AXELOS www.axelos.com/welcome-to-itil-4 Books at TSO www.tsoshop.co.uk with checkout code BR19 for 15% discount on all AXELOS products in 2019 Webinar about High Velocity IT -https://www.brighttalk.com/webcast/534/345711 More about Mark and his writing, speaking etc - https://smalley.it
21:11
November 14, 2019
20. Showing Value of ServiceNow Usage
Pasi and Sami give some points on why continuous Employee Experience measurement and management can show the value of your ServiceNow investment. Call it a Live Business Value Assessment or continuous productivity measurement, it gives your focus to develop right things to achieve the outcomes you are looking for. Episode notes at https://happysignals.com/ Come and meet us at ServiceNow's Now at Work events in Europe during October.
13:29
October 8, 2019
19. From IT Cost to Business Value using Employee Experience
Pasi 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 terminology – something that can be managed away by better IT service design, transition, and delivery practices. This cost-of-quality view has caused many organizations to consistently drive down the cost of their IT service desk and the available budgets. This might have involved fewer, lower-paid staff or it might have involved the outsourcing of the service desk function in pursuit of lower costs (through economies of scale), higher quality (through best practice capabilities), and increased innovation – it’s the common outsourcing promise, or at least the customer expectation of outsourcing. But Is This Really in the Best Interest of the Business? Read the full article at: https://today.happysignals.com/refocus-from-cost-to-business-value --- If you wish to watch this episode, go to our youtube page: https://www.youtube.com/watch?v=_TzMPCi6FT0 Show notes: https://today.happysignals.com/
11:04
September 2, 2019
18. $900B was wasted last year in Digital Transformation
Sad statistics say 70% of Digital Transformation projects fail and last year $900B was wasted last year. How do think about Digital Transformation and does Employee Experience tie into success of Digital Transformation Journey. Forbes Article: https://www.forbes.com/sites/peterbendorsamuel/2018/07/18/where-most-companies-go-wrong-in-digital-transformation/ HBR Article: https://hbr.org/2019/03/digital-transformation-is-not-about-technology McKinsey Report: https://www.slideshare.net/aipmm/70-26633757 -- Watch this episode and read the show notes at: https://today.happysignals.com/
11:01
August 21, 2019
17. Step by Step Guide to Empowering Employee Experience with Oscar Berg
Speaker, Facilitator and Author Oscar Berg speaks about his book Digital WorkPlace, a step by step guide on Employee Experience. More about Oscar: http://www.oscarberg.net/ Episode Notes at https://today.happysignals.com/
20:15
August 12, 2019
16. Make your Automation Case with Experience Data
Are you planning an Automation initiative or thinking about RPA? Listen to this episode to learn how employee experience data can help you find the right focus and prove the value it will bring to the business. Show notes at https://today.happysignals.com/ .
15:36
July 31, 2019
15. Empathic Building, The Future of Office Work with Tomi Teikko
Pasi met with Tomi Teikko, Founder and Soul of Tieto Empathic Building. Tomi shares his vision of empathic reality, where employee experience is taken to the next level, it's not about pretty interior designs, but how you work with others and culture you share. Tieto Empathic Building is helping employees feel happier, more inspired and perform better. https://empathicbuilding.com/ Episode notes and other episode at https://today.happysignals.com/ -- Read our The Practical Guide to XLAs.
19:09
July 22, 2019
14. How do you make a Business Case for Employee Experience measurement?
In this episode Pasi Nikkanen and Sami Kallio answer a question that came through twitter from @Joe_The_IT_Guy: How do you create a business case for employee experience measurement? We’ll talk about employee experience and some reports and research we found on the significance of it company’s business and profits. Also what affects it and then some practical things on how you can make your business case and make it part of your IT budgeting. Links from the episode, Deloitte report on employee experience 2019: https://www2.deloitte.com/insights/us/en/focus/human-capital-trends/2019/workforce-engagement-employee-experience.html "It’s hard to question why: MIT research shows that enterprises with a top-quartile employee experience achieve twice the innovation, double the customer satisfaction, and 25 percent higher profits than organizations with a bottom-quartile employee experience.“ Building business value with Employee Experience, MIT Research 2017: https://cisr.mit.edu/blog/documents/2017/06/15/2017_0601_employeeexperience_derysebastian.pdf/ As always, you can find us at https://today.happysignals.com/ .
17:35
July 10, 2019
13. How does Service Management fit into Employee Experience Equation? Author Jacob Morgan joins for a chat
Jacob Morgan, author of The Employee Experience Advantage, joins me for a chat about employee experience equation and how does service management fit into it. We talk about the rise of employee experience, what does technology mean and why culture is very important when talking about enterprise service management.  Episode notes https://today.happysignals.com/  More about Jacob Morgan - https://thefutureorganization.com/
13:30
July 8, 2019
12. Top IT Service Management Trends to Watch in 2019 by CIOReview.com
Pasi gives his take on a recent CIOReview.com article on Top Service Management Trends to Watch in 2019. Let's give a hint, Employee Experience is related! This episode is part of our Industry Insight series, where we pick interesting articles, facts and research that people working with employee experience should be aware of. Enjoy. You can find the full article at https://www.cioreview.com/news/top-it-service-management-trends-to-watch-in-2019-nid-29152-cid-188.html Show notes and other resources at https://today.happysignals.com/ .
07:25
June 26, 2019
11. Jesper Hansen from Region Midtjylland, Providing Experience for Hospitals
Pasi 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
08:32
June 18, 2019
10. Fujitsu and Tieto, discussion on MSP's changing world of outsourcing
Sami Kallio interviews two MSP representatives in our yearly HUG customer event.  Fujitsu UK's Cat MacDonald and Tieto's Janne Kaihila share their insight. In this non-scripted panel discussion, both as Head of Service Desk, talk about the topics of:  People’s fears of new things, like RBA, AI, ML and Automation.  How to turn that into motivation and excitement.  How the contracts that customers request, still reflect the old world.  Problems of customers data quality and how they effect taking new technology into use.  Discussion has changed in outsourcing RFPs, but still the contracts are written in the traditional SLA way, like they are from 1992.  Old contracts keep MSPs hands tied, trust between customer and MSP is crucial to change this.  Contract periods hampering digitalisation and taking new technology into usage, for example ServiceNow roadmap bring new things, but long 5 year contracts prohibit usage of their new features.  New things like chatbots etc are there to help the work of the Service Desk Agents.  Agents' teaching the chatbots to handle their mundane repetitive tasks, to free up their own time for the difficult tasks.  Service Desk’s role is changing on supporting with IT support tasks into supporting with Business Services of the company’s employees.  How Tieto and Fujitsu are changing their offering to be more focused on Employee Experience.  Episode notes at https://today.happysignals.com/
21:50
June 10, 2019
9. Happiest Enterprise 2019 - Finnish Postal Company, Riikka Salonen
In 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/
12:46
June 2, 2019
8. Interview with Alan Norris from ServiceNow
In this episode Sami Kallio meets Alan Norris, ISV Consultant at ServiceNow. They discuss how employee experience and service experience is one of the key messages from ServiceNow and how Alan personally sees the importance. Recorded live at SITS 19 expo in London, so mind the sound quality in the noisy expo hall. Enjoy! Show notes: https://today.happysignals.com/
07:14
May 14, 2019
7. CIO Interview: Virgin Trains, John Sullivan
In this episode Pasi goes and meets John Sullivan, CIO and Project Director at Virgin Trains. We talk about importance of employee and customer experience to the business, how traditional KPIs do not matter, how using ServiceNow enables them to innovate and how trust and transparency is the key to succeeding with service experience data. More at https://happysignals.com/
15:53
May 7, 2019
6. Employees are different, learn how different profiles behave
In 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.
10:20
May 6, 2019
5. Transparency with Experience Data is Crucial
In this episode we discuss with Sami on why it's important to have transparency inside the enterprise with experience data. Having the data available to all stakeholders, partners and colleagues is crucial. Show notes: https://today.happysignals.com/
11:42
May 5, 2019
4. Happiness Score™ in April 2019
Happiness Score™ is a ITSM Benchmark we gather from our customers data. It's anonymized and updated daily and the numbers we who are from the past 6 months. In this episode we go through the numbers as they stand in April 2019, with some insight into what they tell us. As the first episode we do some introduction to the topic and in the future we'll bring more insight into the details. Enjoy. Happiness Score online: https://happysignals.com/happiness-score/
10:21
May 5, 2019
3. When to start measuring Employee Experience
In this episode we talk about when is the right time to start measure, what are the fears related to measurement and why starting as soon as possible is the best thing you can do. For more information go to: https://today.happysignals.com/ For the YouTube version of HappyToday Podcast: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA/
08:24
April 30, 2019
2. Motivation of Service Desk Agents
How to use employee experience measurement as motivation for Service Desk teams and agents. How seeing the positive will increase their job satisfaction and showing the negative will allow agents to learn from their work. YouTube video version of this episode at: https://youtu.be/FnG0Ocjt-iQ Links from the show Richard Branson, Put employee first: https://www.inc.com/oscar-raymundo/richard-branson-companies-should-put-employees-first.html Jeff Rumburg, Agent Job Satisfaction: https://www.thinkhdi.com/library/supportworld/2017/metric-of-month-agent-job-satisfaction Find more at: https://today.happysignals.com/
09:01
April 29, 2019
1. Employee Experience in ITSM
In this episode we talk about Employee Experience in ITSM and how HappySignals got started. Find out more here: https://www.happysignals.com/
12:31
April 25, 2019