The IT Experience Podcast
By HappySignals
To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management
The IT Experience PodcastAug 19, 2021
112. Future of IT Support - ITXM Monthly
In this episode, Pasi and Sakari discuss the future of IT support. They start by talking about the recently released Global IT Benchmark Report, which highlights the importance of understanding the experience of end users. They then explore various themes related to the future of IT support, including the importance of experiences and productivity, increased people centricity, proactivity, technical competency, increased reliance on ITSM tools, and new technologies. They emphasize the need to use AI as a tool and to combine the strengths of machines and humans to improve IT support services.
Takeaways
- Understanding the experience of end users is crucial for organizations
- The future of IT support involves combining the strengths of machines and humans
- Increased people centricity and proactivity are important trends
- Technical competency and reliance on ITSM tools are key for improving support
- New technologies, such as AI, can enhance IT support services
Links
Future of IT Support- Crowdsourced view:https://www.happysignals.com/blog/the-future-of-it-support-a-crowdsourced-view
Why your service desk won’t be there tomorrow:https://www.wipro.com/infrastructure/why-your-it-service-desk-wont-be-there-tomorrow/
6 Service Desk Trends to Look Out For in 2024:https://blog.invgate.com/service-desk-trends
Blog from Adaptavist:https://www.theadaptavistgroup.com/resources/insights/digital-etiquette/generational-gap
Subscribe to our newsletter:
LinkedIn: https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/
111. 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 internally or outsourcing it. It emphasized the importance of independence for the service integrator and the need for open communication between service providers and the customer organization. The option to outsource SIAM to large service providers was also mentioned, highlighting the benefits of their experience and guaranteed independence. The conversation highlighted the challenges of building relationships and trust in a SIAM model, especially in a remote working environment. It emphasized the need for cultural alignment, clear contracts, and a focus on results rather than blame.
- Claire Agutter has spent her career in the service management arena and founded Scopism to support service management professionals.
- SIAM evolved from the outsourcing practices in the UK public sector and has become increasingly important as organizations work with multiple service providers.
- The focus of SIAM has shifted from managing large outsourcing contracts to developing a strategic approach to sourcing and managing services.
- Building a culture of communication and collaboration is crucial for successful SIAM implementation. The decision to set up a SIAM model can be made internally or outsourced to a service provider. Independence for the service integrator is crucial in both cases.
- Cultural alignment, clear contracts, and a focus on results are important foundations for a successful SIAM model.
- Building relationships and trust is a continuous process in a SIAM model, and regular communication is essential.
- Skills required for a service integrator role include communication, relationship-building, and the ability to have difficult conversations.
- A background in customer service or hospitality can provide valuable skills for a service integrator role.
- Transparency, psychological safety, and a blame-free culture are key elements of a successful SIAM model.
- Senior management commitment and ongoing attention are necessary for the success of a SIAM transformation.
- Resources and assessments are available for organizations interested in implementing a SIAM model.
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To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management
To learn about our Built-in XLA Management features: https://www.happysignals.com/product/xla-management
Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas
110. 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. In this conversation, Darren Rose discusses the importance of multi-service collaboration, the power of purpose, success stories and personal change, trial and error, defining success and measuring progress, over-engineering and the need for flexibility, building resilience in uncertain times, and creating a resilient culture.
- Collaboration and cultural readiness are crucial for successful implementation of enterprise service management (ESM). Organizations should foster a collaborative environment and prioritize user-centric decision-making.
- Measuring and reporting are essential to understand the current state and progress of ESM. Organizations should focus on measuring employee experience and satisfaction, rather than just ticket resolution metrics.
- Behavioral markers and personas can help tailor ESM practices to different user profiles. Understanding user preferences and support needs is key to providing a personalized and effective service experience.
- Implementing ESM can face challenges, such as resistance to change and lack of accountability. It is important to address these challenges and ensure that the motivation for ESM is driven by enhancing service offerings, rather than just cost-saving.
- Driving the momentum for ESM requires support from various stakeholders, including suppliers, senior leaders, and enthusiastic advocates within the organization.
- Getting started with ESM can be done by implementing small initiatives across different lines of service, focusing on interconnected activities to demonstrate the value of ESM. Multi-service collaboration is essential for organizations to benefit from a unified approach across different lines of service.
- Purpose is a strong motivator for individuals and teams, and it helps create a shared collective purpose and goal.
- Success stories and personal change can drive the adoption of new ways of working and collaboration.
- Trial and error is a natural part of the process, and patience and flexibility are key in finding what works.
- Defining success and measuring progress are important for staying motivated and making improvements.
- Over-engineering can be counterproductive, and flexibility is needed to adapt and find simpler solutions.
- Building resilience in uncertain times requires a strong organizational culture that is embedded in values and supported by leadership.
- Creating a resilient culture involves recruiting the right people, aligning objectives with culture, and holding people accountable to cultural expectations.
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To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management
To learn about our Built-in XLA Management features: https://www.happysignals.com/product/xla-management
Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas
109. The IT Leaders Guide to Employee Productivity - More smiles, less time wasted
Read the whole Guide here:
www.happysignals.com/it-leaders-guide-to-employee-productivity
Takeaways
- IT experience management is crucial for optimizing employee productivity and driving business value.
- Measuring and analyzing experience data can help identify areas of improvement and increase efficiency.
- Setting targets and focusing on key areas can lead to significant productivity gains.
- The combination of DEX tools and ITXM provides a holistic view of IT performance and user experience.
108. Monthly Insights: "Forrester: The Future Of IT Experience Monitoring is Human-Centric" - Feb 2024
The Monthly ITXM Insights February 2024 Subscribe to our newsletter to keep up to date on the latest news around IT Experience Management, XLAs and Human-Centric IT at happysignals.com/itxm-insights In this episode, Sami, Sakari and Pasi introduce a new monthly format for the podcast where they discuss current issues in IT experience management. They recap the ITXM Summit event and highlight the success of the event. They then dive into various articles, including 'Trends Driving IT Experience Management,' 'The Future of IT Experience Monitoring is Human-Centric,' and 'ITSM Advice for 2024.' The hosts discuss the importance of human-centric IT and the role of AI in IT experience management. They also share a use case where experience data helped make informed investment decisions. The episode concludes with closing remarks. Takeaways - The ITXM Summit event was a success, with many participants and informative sessions. - AI is a key trend in IT experience management, with a focus on efficiency and value. - Human-centric IT is crucial for understanding and improving the user experience based on Forrester’s latest articles - Experience data can help make informed investment decisions and optimize resources. Links we shared ITXM Summit 2024 Session, Including Nestlé and Campari Group: https://www.happysignals.com/itxm-summit-2024-replays
Trends Driving ITXM 2024: https://www.happysignals.com/trends-driving-it-experience-management
Forrester: Human Centricity: The Future Of IT Experience Monitoring: https://www.forrester.com/blogs/human-centricity-the-future-of-it-experience-monitoring/
ITSM Advice for 2024: https://itsm.tools/itsm-advice-for-2024/
107. XLA 1.0 Contract Example #xla
Register for the ITXM Summit 2024 on January 31st: https://www.happysignals.com/itxm-summit In This Episode we talk on XLA 1.0 Contract example and recommendations, it's your first step to XLAs with your outsourcing partners. This episode is related to the XLA whitepaper published by HappySignals and Bright Horse.
Summary
In this episode of the IT Experience podcast, the hosts discuss the XLA contract and provide recommendations for implementing it. They explain the concept of XLA, which stands for experience data, operational data, and technical data. They recommend starting with XLA 1.0, which focuses on experience data, before moving on to XLA 2.0, which includes tech and operational data. The hosts emphasize the importance of changing the way of working and prioritizing improvement areas. They also discuss the drawbacks of using penalties and rewards based on SLAs and provide a template for an XLA 1.0 contract. The episode concludes with a promotion for the IT Experience Management Summit.
Takeaways
- Start with XLA 1.0 and focus on experience data before moving on to XLA 2.0.
- Change the way of working and prioritize improvement areas.
- Avoid using penalties and rewards based on SLAs.
- Calculate XLA score over a minimum of two months.
Chapters
00:00 Introduction to IT Experience podcast
00:27 Continuing the series on XLA contract
00:50 Understanding XLA and its versions
03:08 Recommendations for XLA 1.0
04:13 Agreeing on the way of working
05:17 Setting priorities for improvement
06:25 Aligning with strategic initiatives
06:53 Avoiding penalties and rewards based on SLAs
08:31 Focusing on continuous improvement
09:47 Calculating XLA score over a minimum of two months11:10Example XLA 1.0 contract template12:29Promoting IT Experience Management Summit13:33Conclusion and call to action Find the whole whitepaper here: https://www.happysignals.com/how-to-incorporate-xlas-into-outsourcing-contracts
106. #XLA - Penalties vs Rewards in XLA Contracts
Register for the ITXM Summit 2024 on January 31st: https://www.happysignals.com/itxm-summit In This Episode we talk on how to tackle Penalties vs. Rewards when it comes to XLA Outsourcing Contracts. This episode is related to the XLA whitepaper published by HappySignals and Bright Horse. Find the whole whitepaper here: https://www.happysignals.com/how-to-incorporate-xlas-into-outsourcing-contracts
105. Four Options on How to Bring #XLAs into Contracts
Register for the ITXM Summit 2024 on January 31st: https://www.happysignals.com/itxm-summit In this episode, Pasi and Sami discuss bringing XLAs into Outsourcing Contracts. This episode is related to the XLA whitepaper published by HappySignals and Bright Horse. Find the whole whitepaper here: https://www.happysignals.com/how-to-incorporate-xlas-into-outsourcing-contracts
HappySignals is the leading ITXM platform to help IT Leaders make better decisions, and bring cost avoidance and less frustration to end-users.
104. IT Economics with Mark Smalley
Mark Smalley recently wrote an article on LinkedIn about IT Economics that got a lot of attention. Possibly quite surprisingly considering the topic, but as he states that "any self-respecting person in IT should have a certain feeling about the ballpark figure of how significant IT costs in the bigger picture are."
But even more important than costs is the value, how much does IT contribute to more sales, higher prices, lower costs and risks.
If you work in IT, you also work in the context of the wider business, The business spends X amount of money on everything that they do. How significant are IT costs in that whole? You're concerned about your budget, your IT budget and spending, but if you speak with the CFO or the CEO, looking at their bigger agenda, how important is it? How much is IT as a proportion of total business costs?
This episode provides understanding about the economics of IT, a topic that clearly is not discussed enough among IT professionals.
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To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management
To learn about our Built-in XLA Management features: https://www.happysignals.com/product/xla-management
Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas
103. AI implications and considerations for ITSM, with Simone Jo Moore
In this episode, we're joined by Simone Jo Moore, an expert in enterprise IT Service management. Simone delves into the considerations surrounding AI in IT Service Management, emphasizing the importance of ethics and maintaining a human-centric approach. Tune in as she sheds light on the delicate balance of AI as a tool, not a crutch, in the ever-evolving landscape of IT services.
Ps. This description was written by AI, using it as a tool, not a crutch. :)
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To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management
To learn about our Built-in XLA Management features: https://www.happysignals.com/product/xla-management
Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas
102. How to Incorporate XLAs into Outsourcing Agreements - SDI Webinar Recording
While experience level agreements (XLAs) continue to be a hot topic, IT service leaders need more practical guidance on how to include them in their outsourcing agreements.
Join Sami Kallio from HappySignals and Neil Keating from Bright Horse as they share expert advice and best practices on integrating Experience Level Agreements (XLAs) into contracts between IT suppliers and customers. Hear about real customer examples and gain practical advice and valuable learnings to transform your outsourcing strategy. The webinar is hosted by John Noctor from SDI. You'll learn: - What a contracted XLA looks like - What are the contractual governance differences between XLAs and traditional metrics - What are the options for contracting XLAs alongside the recommended approach - How best to manage penalties/rewards
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To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management
To learn about our Built-in XLA Management features: https://www.happysignals.com/product/xla-management
Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas
101. "IT, stop jumping into solution mode!" with Katrina Macdermid
Our guest this week is Katrina Macdermid, the author of Humanising IT.
We speak about how many ways of working in IT are based on established practices without consideration for the humans as end-users of IT services, or the humans working in IT services.
These practices and assumptions lead to erroneous classification of problems and much too fast jumping into solution mode.
Katrina McDermid, the author of Humanizing IT, speaks with us about how human-centric design principles can help IT teams be better, feel better and provide services that end-user find valuable.
Key Takeaways
• IT is in many places broken.
• Listen more to end-users, but also to agents interacting with end-users for practical insights.
• Avoid jumping into solution mode, and try being creative first.
• The double-diamond model design thinking model is a great tool for IT as well, enabling creative problem solving without jumping into conclusions.
Links:
• Humanising IT: https://hitglobal.services
• Katrina Macdermid LinkedIn: https://www.linkedin.com/in/katrinamacdermid/
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To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management
To learn about our Built-in XLA Management features: https://www.happysignals.com/product/xla-management
Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas
100. #XLAs #ITXM and Market Development of Experience Management in the past 4 years
This is the 100th of The IT Experience Podcast and we look into the 4 years of running the podcast, how the market has developed, and talk about the two main themes we have identified:
- Employee Experience's Development into IT Experience Management
- Experience Level Agreements (XLAs)
We'll also give an excellent summer playlist from the old episodes, ones that are still relevant, and remind us of how exciting the whole experience management topic is!
Our Summer Playlist for you:
1. Employee Experience in ITSM
https://podcasters.spotify.com/pod/show/itexperience/episodes/1--Employee-Experience-in-ITSM-e3rfcf
all the way until
7. CIO Interview: Virgin Trains, John Sullivan
and
30. CIO Interview: How To Create End-User Centric Culture? Christopher Woods, CIO at Campari
and
26. Impact of ServiceNow's Reassignment Count on Employees Productivity
and
84. Why is 80% of business productivity lost by 13% of your tickets?
To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management
To learn about our Built-in XLA Management features: https://www.happysignals.com/product/xla-management
Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas
99. Introducing XLAs with Unisys customers, with Weston Morris
Weston Morris is the Senior Director for Global Strategy for Digital Workplace Solutions at Unisys, and the podcast host of the Digital Workplace Deep Dive. The conversation dives into the quickly evolving world of Experience Level Agreements (XLA) are changing the way we look at IT services, focusing on actual business impact and employee productivity. Find out how Unisys research found out that the typical employee loses between 1-5 hours of productive work time per week and what that could mean in monetary terms in different business contexts.
Key Takeaways
- Experience management recognizes that the end-user expectations of experience changes over time.
- The new view and desired view of IT is an enabler of productive work, closely linked to the bigger company goals.
- The new conversation between IT and business uses experience management as a tool to understand the end-users in new ways.
- XLA 1.0 was mostly about measuring technical data, the DEX scores
- XLA 2.0 collects data from multiple sources, are persona based XLAs and linked to business goals.
Links
- Digital Workplace Deep Dive Podcast: https://www.unisys.com/dws-deep-dive/
- Weston Morris LinkedIn: https://www.linkedin.com/in/westonjmorris/
- From surviving to thriving in hybrid work report: https://www.unisys.com/siteassets/microsites/hfs/hfs-from-surviving-to-thriving-in-hybrid-work.pdf
To learn more about how HappySignals Built-in XLA Management works:
98. What good is (ITXM) data if you don't make decisions based on it? with Dr. Selena Fisk
Our guest, Dr Selena Fisk, the author of "I'm not a numbers person", helps organizations make better sense of the data that they have access to. She believes that everyone today ought to be a numbers person, being able to understand data in order to make evidence-based decisions at work. In this episode, she shares her insights with us about what her research has shown to be important when organizations aspire to be more data-informed.
Key Takeaways
- The are very human-centric aspects to consider when thinking about how data in organizations can drive the desired impact.
- The challenge is that we have so many metrics, but organizations and teams often have not had the chance to zoom out to think about what actually matters.
- Until an organization collectively decides, on different levels, what data is most important, it will not be possible to lead change - this requires conversations to identify common ground.
- Organizations ought to consider which data is aligned to their purpose, to drive the right actions for impact.
- There are 6 levels of data literacy; Unconscious, conscious, casual, aware, active and reflective with the highest level being very responsive to new data coming in and adapting their decisions based on that data.
Links
- Dr. Selena Fisk website, with links to her book “I’m not a numbers person”: https://www.selenafisk.com
- Linkedin: https://www.linkedin.com/in/selenafisk/
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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-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/
97. The state of ITXM/ITSM in the USA, with Matt Beran
Matt Beran, Host of Ticket Volume podcast and InvGate Product Specialist joins us to speak about the state of IT Service Management in the US, what the Americans do well and where they struggle. In this conversation, we come across interesting differences and similarities between regional ways of doing ITSM and generally applicable principles that help IT teams provide better services and experiences to the end-users.
Key Takeaways
- The most difficult part of ITSM is dealing with people
- Getting the basics right matters… a lot!
- Unless IT is willing to really listen to the end-users, it is unlikely that improvements will have real world impact on end-users experience of IT.
- Involving end-users in the creation of support articles leads to articles that real end-users understand and can use.
- Ticket Volume podcast: https://invgate.com/ticket-volume/
- Matt Beran on Linkedin: https://www.linkedin.com/in/mattberan/
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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-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/
96. What's wrong with Remote Work? Nothing! with Karen Ferris
Why are some organisations insisting employees return to the office, asks Karen Ferris. Remote work was probably the reason organisations were able to be resilient during the pandemic. Despite the evident success of remote work, there is a push by organisations to bring people back to the office. According to Karen Ferris, this might not be a good idea. According to a study by Flexjobs, 97% of respondents said that they want some level of remote work going forward. 57% said they would leave their job if they were not given options to work remotely. Find out what Karen thinks about the excuses companies are using, and what are the 5 reasons that actually make sense for employees to go back to the office.
Key Takeaways
- Remote work works, this was proven by how people worked during the pandemic.
- There are many bad reasons to call people back.
- These are Karen’s 5Ps, reasons for going back to the office. (don’t forget to ask your employees for their input, if they feel these reasons are filled)
- Preference
- Purpose
- Participation
- Productivity
- Party
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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-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/
95. How Customers and MSPs Benefit from IT Experience Management? With Katie Bates
In This Episode Pasi is talking with Katie Bates, VP of Global Partnerships at HappySignals on How Customers and MSPs Benefit from IT Experience Management?
Learn about the topic, the whitepaper available at Happysignals.com, and the upcoming webinar with ISG on 3st January 2023.
MSP Whitepaper:
https://www.happysignals.com/how-customers-and-msps-benefit-from-experience-management?utm_medium=podcast
Do join the free webinar mentioned in the episode on 31st January, or watch it afterward as an on-demand one:
https://www.brighttalk.com/webcast/18780/571302?utm_medium=podcast
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HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA
Take the ITXM Foundation Course here - https://itxm.academy/itxm-foundation/
Read more about HappySignals ITXM Framework here - https://www.happysignals.com/itxm-framework-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/
94. CIO Agenda in 2023 - Predictions by Roy Atkinson
In this episode, I'm joined by Roy Atkinson from Clifton Butterfield LLC to discuss his predictions for the CIO agenda in 2023. Listen to this episode to learn in 15 minutes the most important things for the world of IT in the year ahead. Plus, take a sneaky look back at Roy's 2022 predictions to determine whether he was right (or wrong) when we did this same episode a year ago. This episode was recorded in November at the HDI Service Management World event in Orlando, sorry for the audio quality as we did the recording outside and there are some background noises audible.
Key Takeaways
- Discover which areas of business and IT are of critical focus to CIOs (and other senior managers within service management) in the year ahead
Links:
Roy Atkinson on LinkedIn https://www.linkedin.com/in/royatkinson/ and Twitter https://twitter.com/RoyAtkinson
Learn more about Clifton Butterfield LLC here: https://cliftonbutterfield.com/
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HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA
Take the ITXM Foundation Course here - https://itxm.academy/itxm-foundation/
Read more about HappySignals ITXM Framework here - https://www.happysignals.com/itxm-framework-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/
93. Happy XMOs! All about Experience Management Offices (XMO) with Neil Keating from BrightHorse
In this episode, I’m joined by Neil Keating from Bright Horse to talk about Experience Management Office (XMO). So if you have or haven’t heard about them, listen to this episode to learn in 15 minutes the most important things about XMOs.
Key Takeaways
- What is an XMO?
- Why do you need one?
- Who are in it?
- What do they do?
Links:
- Neil Keating on LinkedIn: https://www.linkedin.com/in/neildkeating/
- Follow Bright Horse on LinkedIn: https://www.linkedin.com/company/bright-horse/
- Mastering the XMO Trainings: https://www.brighthorse.co.uk/mastering-the-xmo
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HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA
Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/
Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/
92. How Data Quality in ServiceNow impacts Experience with Mikko Juola from DCM
How Data Quality in ServiceNow impacts Experience
Many times operational data in ServiceNow is missing or is bad quality and it's difficult to use all the tools available to make decisions when you cannot trust the data. If you don't know everything about your end-users it difficult to create amazing service experiences, automate services or allow agents to solve issues quickly. In this episode we go through these common challenges with Mikko Juola from Data Content Manager, an application for ServiceNow to automate and streamline your data quality and management.
Data Quality affects Experiences:
- End-user Experience
- Agents Experience
- IT Management Team Decision Making
- Automation Ability
Mikko Juola: https://www.linkedin.com/in/mikkojuola/
Data Content Manager: https://datacontentmanager.com/
CSDM - The Recipe for Success eBook: https://datacontentmanager.com/csdm-recipe-for-success-ebook/
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HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA
Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/
Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/
91. Mark Smalley on why IT needs “Experience Dominant Logic” to improve services
Mark Smalley is a well-known person in the ITSM industry, a contributor to the ITIL4 body of knowledge and by his own definition, his mission is “to help people understand Service.
His latest thinking is around “Experience Dominant Logic”.
The concept is linked to understanding how value is perceived in a provider/consumer context. He lays the foundation for his thinking by looking at the evolution from “Goods Dominant Logic”, depicting value creation in industrial production of goods/products - followed by the provision of services at scale that follows a “Service Dominant Logic”, leading into the Experience Dominant Logic thinking. It is the next step in understanding what IT Services are actually about, and how value in that context is co-created with the consumers of the services.
Key Takeaways
- Goods dominant logic is an old way of thinking, where a product changes ownership and the consumers' perception is not essential for understanding the value provided.
- Service dominant logic is already considering how services become valuable in the interaction between providers of the service, and the consumers of that service.
- Experience dominant logic considers not only the interaction but also the emotions that influence behaviors in that interaction.
Links:
- Mark Smalley on Linked: https://www.linkedin.com/in/marksmalley/
- The article “Experience Dominant Logic”: https://www.linkedin.com/pulse/experience-dominant-logic-mark-smalley/
- Mark Smalley’s website: https://sites.google.com/a/smalley.nl/smalley-it/
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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-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/
90. 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 Takeaways
- SLAs' role in today's IT landscape, compared to XLAs
- Should XLAs be contractual like SLAs?
- Why do XLAs matter more than ever when going into 2023?
Links:
- Doug Rabold on Linked: https://www.linkedin.com/in/doug-rabold-itil-hdi/
- The article “Why XLAs Matter Now More Than Ever”: https://www.thinkhdi.com/library/supportworld/2022/xlas-matter-now.aspx
- SDI Event Doug is speaking on 8th Dec 2022: https://www.servicedeskinstitute.com/event/managing-knowledge-across-the-enterprise/
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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-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/
89. 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 when the members of the team start doing things (the new way) without thinking about it, that is when you know the job is done.
Links:
- Antoninas LinkedIn profile: https://www.linkedin.com/in/klentsova/
- Antonina on the Axelos podcast: https://the-axelos-best-practice-podcast.simplecast.com/episodes/digital-it-strategy-assessment-q8Dg5UBV
- Blog “Making a business case for sustainability in digital and IT” https://www.axelos.com/resource-hub/blog/a_business_case_for_sustainability_in_digital_and_it
- Service Management Leadership podcast on the topic of Sustainability https://anchor.fm/jeffrey-tefertiller/episodes/Service-Management-Leadership---Sustainability-e1nrk25/a-a6oeeln
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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-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/
88. Is Your IT Team Facing Cost Saving Pressure? #ITXM
Back with the "Happy in 15" -format, Sami and Pasi dive into the topic of how to answer to Cost Saving Pressure as an IT Team and how Experience Management and ITXM™ can help.
Key talking points:
1. Reduce IT costs and prioritize
2. Optimize IT outsourcing
3. Automate areas that matter
Make sure to check out the The Global IT Experience benchmark, to see the graphs we talk about.
https://happysignals.com/report
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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-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/
87. 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 time those assumptions are wrong.
- Find out about the intention and action gap… what people intend to do, and what they actually end up doing. Intention can start well, but may not lead to the right action.
Links:
- Lauren Kelly on Linked: https://www.linkedin.com/in/laurenalyskelly/
- Behaviour Patterns for the patterns around behaviour https://bc-patterns.com
- Behaviour Kit for the process oriented content https://behaviourkit.com
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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-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/
86. Don’t make these mistakes when changing your MSP. #ITXM #XLA
Sami and Pasi go through the typical mistakes organizations seem to make when they change their outsourced Managed Service Providers. Listen to the two most common mistakes Sami has recognized with global companies he has been talking with.
This episode is especially for those companies who are looking start their XLA journey with their MSPs.
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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-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/
85. Matthew Burrows - On why skills mapping is essential to improving IT organisations
In this episode we speak about skills assessment in IT. Our guest in this episode is Matthew Burrows, takes us through the benefits and steps for organisations to map their IT employees’ skills to better match job roles to the people who would succeed in and enjoy those roles.
Key Takeaways
- Skills are action based. Having knowledge of an area does not mean having the skills that are needed.
- IT skills are not only technical, but include very human aspects that are important.
Links:
- Matthews Linkedin profile: https://www.linkedin.com/in/matthewburrows/
- Website: https://skillstx.com
- Guest on the Enterprise Digital podcast: https://enterprisedigitalpodcast.com/episode-45-with-guest-matthew-burrows/
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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-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/
84. 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 HappySignals ITXM Framework here - https://www.happysignals.com/itxm-framework-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/
83. Welcome to New Season of IT Experience Podcast with Sakari
Welcome to this new season of The IT Experience Podcast. This season we’ll introduce Sakari from HappySignals as another host, Sakari is curious about behaviours and data, and data about behaviours. Welcome Sakari, so happy to have in the podcasts as well, some might already know you from the The Global IT Experience Benchmark webinars, as you are the owner of that report.
"I have always been fascinated by why people do the things they do. What metrics drive the right kind behaviours and so forth. This is at the core of IT Service Management as well, where interactions between IT and end-users needs to be measured in some ways, and where metrics and KPIs are in place to encourage and enforce specific actions at work in the IT organisations." - Sakari Kyrö
Hope you enjoy this season and we’ll give the first episode very soon, so make sure you are subscribed and have the podcast app ready to go!
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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-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/
82. 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 organisation
- Using ITXM™ for better decision making
Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/
Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/leading-experience-management-platform-for-it-happysignals
81. How to get the whole IT department into the ITXM™ bus
Ding Ding, all aboard! Being the driver for IT Experience Management in your organisation can be a challenge, especially when no one in your team is buying a ticket. Next destination, ITXM™.
Following on from our previous episode of Happy in 15 and the rise in demand and trends for IT Experience Management, we bring to you ways on how you can drive the adoption of ITXM for your business. And rest assured, we don't expect you to actually drive a bus...
In this episode:
- Building the business case of ITXM™ in your organisation
- Showing the importance of ITXM™ to your colleagues and business stakeholders
Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/
Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/leading-experience-management-platform-for-it-happysignals
80. Discover the four trends driving ITXM™ in 2022
The use of ITXM™ is increasingly growing, with Gartner predicting a rapid growth in IT Experience Management over the next 4 years. In this special episode of Happy in 15, looking towards the future, find out the 4 trends driving the mass adoption of ITXM™ and what you can do to incorporate this framework.
In this episode:
- The measurement and use of IT end-user experience as a means to drive IT performance
- The four trends driving this mass adoption
- How you can kick off your ITXM™ journey
Share the 4 trends driving ITXM e-book with your colleagues - https://www.happysignals.com/trends-driving-it-experience-management.
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Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/
Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/leading-experience-management-platform-for-it-happysignals
79. Using ITXM™ for Continual Improvement Success
Following on from our previous episode, we bring you another practical episode on how ITXM™ is a vital tool for your IT’s continual improvement success.
ITXM™ is the framework that brings the practice of experience management into IT operations.
In this episode of Happy in 15 we focus on:
- What are you setting out to improve?
- The outcomes of IT initiatives and why they hold high importance, especially from an end-user and team perspective
- How to measure and celebrate success from an ITXM™ perspective
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Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/
Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/leading-experience-management-platform-for-it-happysignals
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Key Takeaways:
- Why use ITXM for Continual Improvement success?
- Focus on the outcomes of IT initiatives
- Measuring CI success in ITXM™
78. How to use ITXM™ to Identify improvement areas in IT
ITXM™ is the framework that brings the practice of experience management into IT operations.
In this first episode of Happy in 15, Season 2, we kick off after the winter season with a practical episode on how you can Identify Continual Improvement areas to focus on through using ITXM™
In this episode you will get a firm understanding of why:
- Humans are the best sensors when it comes to delivering feedback about IT services
- The important order of People, Process and Tech
- Why conducting continuous measurement to receive continuous experience data trumps yearly surveys.
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Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/
Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management
Learn more about HappySignals - https://www.happysignals.com/leading-experience-management-platform-for-it-happysignals
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Key Takeaways:
- For Continual Improvement, Experience Data is the only meaningful starting point.
- If you want to create services from the business perspective you need to be using Experience Data.
- Experience Data gives focus to continuous improvement initiatives.
77. 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 practicalities of Experience Management for IT. Through online training videos and an online exam, you can get certified in ITXM™ and bring this framework into your organisation.
But the fun doesn’t stop there - Join our online community to share thoughts, ways of working and learning experiences with other like-minded professionals, thought leaders and pioneers of ITXM™.
Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/
Learn more about HappySignals - https://www.happysignals.com/leading-experience-management-platform-for-it-happysignals
Key Takeaways:
- ITXM™ - bringing experience management into IT
- Opportunity to learn more about ITXM™ and become a certified professional with online training and exam
- ITXM™ community - learn and share experiences with others
76. Thanks to Ukrainian IT for making our lives better
We all wish that the war in Ukraine would end soon. While our ability to help is limited, we wanted to do two things.
- Donate to Unicef in order to help the children and families affected by the war
- Celebrate some of the brilliant Ukrainians that have created IT services and applications that billions of people use on a regular basis
Good technology enables people to do things that would otherwise be difficult or cumbersome. This is why we want to celebrate a number of Ukrainian startups that enable people in numerous different ways.
- Thanks to Ukrainian IT… we can communicate better. Ukrainian emigrant Jan Koum, one of the WhatsApp founders, made international communications accessible to anyone with an internet connection on their mobile devices.
- Thanks to Ukrainian IT… we can pay and receive money in a frictionless way across the whole globe. Ukrainian emigrant Max Levchin was one of the founders of PayPal.
- Thanks to Ukrainian IT… money management across multiple accounts and different contexts is much easier. Ukrainian co-founder Vlad Yatsenko of Revolut is originally from Mykolaiv in Ukraine.
- Thanks to Ukrainian IT… we can write and communicate digitally with fewer errors. Grammarly is founded by three Ukrainians and has the largest development office in Kyiv.
- Thanks to Ukrainian IT… people around the world can collaborate more productively using the sleek office apps from the Readdle team, who developed the award-winning SparkMail app, among others.
- Thanks to Ukrainian IT… a large number of Fortune-500 companies have better sales teams. Sales intelligence software People.ai was founded by Dnipro-born entrepreneur Oleg Roginskiy.
We also want to give kudos to Mike Sapiton, the deputy editor-in-chief at Forbes Ukraine who showcases the distinguished evolution of Ukrainian rooted companies and products, in his Twitter update. https://twitter.com/sapitonmix
The Ukrainian tech industry was growing with double digits before the war and In the midst of this dark period, we want to celebrate the brilliant minds from Ukraine. Consider donating through one of these official channels and contribute to helping the victims of the war in Ukraine.
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Donate for Unicef at https://www.unicef.org/
75. What did IT talk about in 2021 and predictions for 2022 with Roy Atkinson
In this episode Pasi is joined by Roy Atkinson to reflect what was top of mind with IT leaders in 2021 and what trends Roy sees 2022 will accelerate. It's about People, Values, Experience Management and XLAs to put it short, but do listen what Roy has learned during 2021.
To learn how to get started with IT Experience Management Framework, visit the Framework guide https://www.happysignals.com/itxm-framework-it-experience-management.
Or to follow Roy in LinkedIn, you can find him at https://www.linkedin.com/in/royatkinson/.
Have a great holidays and see you again in 2022!
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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.
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Keep in contact
Facebook: https://www.facebook.com/HappySignalsLtd
LinkedIn: https://www.linkedin.com/company/happysignals/
Twitter: @HappySignalsLtd
74. Give hours back to the business - More smiles, less time wasted
If your IT Service Desk can reduce the amount of lost time each end-users experiences when IT incidents and requests occur, you can drive the reputation for your companies IT department.
How?
Reducing the amount of time it takes to solve an IT incident or request will give valuable hours back to the business.
One of our customers, Reckitt, managed to save $250,000 in one year from reducing the amount of lost time per ticket, as well as greater efficiency in IT Services.
In this episode, HappySignals CGO, Pasi Nikkanen, is joined by our Enterprise Sales Manager, Dom West, discussing how business can actually quantify Experience Management.
Start your Experience Management journey today, move your IT department from cost burden to value unit.
More smiles, less time wasted.
73. Cargotec's Story - Creating an Experience Management Culture
Experience Management requires a change in working culture in order to truly focus on the new found existence for service delivery teams; end-user experience. With Experience Management, IT teams needs to change their way of thinking to creating services and delivering experience from the end-users perspective.
Following on from Episode 19 of Happy in 15, HappySignals CGO, Pasi Nikkanen, discusses with Nina Remes, Service Manager for Cargotec about their journey to adopting an Experience Management Culture.
In order to adopt this culture, it is of high importance to continually implement the Experience Management Framework. If you have missed the previous episode, we highly recommend you to go back and listen to it first.
72. Cargotec's Story - How to implement Experience Management Framework
You probably have often heard us refer to the concept of “Experience Management”. But this concept can be quite vague for newcomers as well as to seasoned IT veterans who may have been working on delivering great experiences for a while.
Lucky for you, Experience Management has its own framework, stretching across 4 vital sections; Measure, Share, Identify, Improve.
And I bet you are now thinking, that's all we are going to get, four more vague concepts.
Wrong.
In fact, we have gone a step further in this episode of Happy in 15 (sorry it’s actually 20 minutes this time), and brought to you a real world example from one of our customers - Cargotec.
In this episode, Nina Remes, Service Manager for Cargotec, joins our CGO, Pasi Nikkanen, to discuss the journey they have been on with experience data and experience management.
71. 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
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.
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Keep in contact
Facebook: https://www.facebook.com/HappySignalsLtd
LinkedIn: https://www.linkedin.com/company/happysignals/
Twitter: @HappySignalsLtd
70. How to move from control to cooperation with your Service Providers
Creating 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.
In this episode, Pasi and Sami tell you how you can move from controlling your Service Providers to sound cooperation with them.
Align your IT team and Partners behind the same goal, with a little help from Experience Management. Start your Human Centric IT journey today, and boost your end-users productivity.
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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
69. Steps to creating Human Centric IT, with bioMérieux
Human-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 deliver IT Services to their diverse end-user base and to implement Human-Centric IT.
Pasi speaks with Dominique Raphanel, Global IS, Support & User Experience Manager for bioMérieux on their journey.
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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.
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Keep in contact
Facebook: https://www.facebook.com/HappySignalsLtd
LinkedIn: https://www.linkedin.com/company/happysignals/
Twitter: @HappySignalsLtd
68. Employee Experience for IT
Are 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 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
67. 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 from Refinitiv on how they approach this major conundrum many businesses face.
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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
66. Motivate your Service Desk, through Experience Management
Typically, 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 why Experience Management is for the whole company, including your Service Desk and how taking this way of working into practice will motivate your Service Desk.
We also hear from Marte Thorbjønsen, the Director of IT Core Operations for Wilhelmsen group, on how they moved from inhouse Service Desk to an Outsourced Service Desk, and how they introduced both penalties and rewards into their agreements in order to get the most out of their new Service Partners.
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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
65. Recreating the IT walk-in experience through Virtual Tech bars, with Sophos
Do 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 challenges their end-users faced, the solution they implemented and how Sophos increased and maintained end-user Happiness.
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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
64. #XLA - Traditional SLAs; Should I remove 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 Marte Thorbjønsen, the Director of IT Core Operations for Wilhelmsen group, and the decisions to remove SLA measurements from their Chat measurement.
And if you thought that’s all we could get into a 15-minute episode, we also hear from XLA Collab CEO, Alan Nance, discussing HappySignals Global IT Experience Benchmark report data on the impact of including rewards in your agreements with your Service Desk, instead of SLAs and sanctions.
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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.
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Keep in contact
Facebook: www.facebook.com/HappySignalsLtd
LinkedIn: www.linkedin.com/company/happysignals/
Twitter: @HappySignalsLtd
63. 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 this, the guys hear from Ex SVP of Customer Success, Jimmy Fitzgerald and his experience dealing with CIOs and executives needs when it comes to leveraging their ServiceNow platform.
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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.
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Keep in contact
Facebook: https://www.facebook.com/HappySignalsLtd
LinkedIn: https://www.linkedin.com/company/happysignals/
Twitter: @HappySignalsLtd