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The IT Experience Podcast

The IT Experience Podcast

By HappySignals

Podcast for those who want to take IT Experience Management (ITXM) Framework™ in use and improve Employee Experience of IT Services in large enterprises. We talk about human-centric IT, 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.

To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management
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65. Recreating the IT walk-in experience through Virtual Tech bars, with Sophos

The IT Experience PodcastSep 02, 2021

00:00
10:35
109. The IT Leaders Guide to Employee Productivity - More smiles, less time wasted
Mar 26, 202424:56
108. Monthly Insights: "Forrester: The Future Of IT Experience Monitoring is Human-Centric" - Feb 2024

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/

Feb 22, 202416:57
107. XLA 1.0 Contract Example #xla

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

Jan 19, 202413:46
106. #XLA - Penalties vs Rewards in XLA 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

Jan 04, 202410:42
105. Four Options on How to Bring #XLAs into 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.

Jan 03, 202415:15
104. IT Economics with Mark Smalley

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


Nov 16, 202319:29
103. AI implications and considerations for ITSM, with Simone Jo Moore
Nov 09, 202340:05
102. How to Incorporate XLAs into Outsourcing Agreements - SDI Webinar Recording
Sep 07, 202301:23:47
101. "IT, stop jumping into solution mode!" with Katrina Macdermid

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/⁠

--


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

Aug 31, 202331:40
100. #XLAs #ITXM and Market Development of Experience Management in the past 4 years

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:

  1. Employee Experience's Development into IT Experience Management
  2. Experience Level Agreements (XLAs)


We'll also give an excellent summer playlist from the old episodes, ones that are still relevant, and remind us of how exciting the whole experience management topic is!


Our Summer Playlist for you:

1. Employee Experience in ITSM

https://podcasters.spotify.com/pod/show/itexperience/episodes/1--Employee-Experience-in-ITSM-e3rfcf

all the way until

7. CIO Interview: Virgin Trains, John Sullivan

https://podcasters.spotify.com/pod/show/itexperience/episodes/7--CIO-Interview-Virgin-Trains--John-Sullivan-e3uv0n

and

30. CIO Interview: How To Create End-User Centric Culture? Christopher Woods, CIO at Campari

https://podcasters.spotify.com/pod/show/itexperience/episodes/30--CIO-Interview-How-To-Create-End-User-Centric-Culture--Christopher-Woods--CIO-at-Campari-eamjpk/a-a1ec0j6

and

26. Impact of ServiceNow's Reassignment Count on Employees Productivity

https://podcasters.spotify.com/pod/show/itexperience/episodes/26--Impact-of-ServiceNows-Reassignment-Count-on-Employees-Productivity-e9vr50/a-a18u01r

and

84. Why is 80% of business productivity lost by 13% of your tickets?

https://podcasters.spotify.com/pod/show/itexperience/episodes/84--Why-is-80-of-business-productivity-lost-by-13-of-your-tickets-e1oqri0/a-a8ktra5


To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management

To learn about our Built-in XLA Management features: https://www.happysignals.com/product/xla-management


Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas

Jun 15, 202321:08
99. Introducing XLAs with Unisys customers, with Weston Morris

99. Introducing XLAs with Unisys customers, with Weston Morris

May 25, 202332:04
98. What good is (ITXM) data if you don't make decisions based on it? with Dr. Selena Fisk

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

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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/⁠⁠

May 18, 202325:47
97. The state of ITXM/ITSM in the USA, with Matt Beran
May 11, 202320:47
96. What's wrong with Remote Work? Nothing! with Karen Ferris

96. What's wrong with Remote Work? Nothing! with Karen Ferris

May 04, 202317:58
95. How Customers and MSPs Benefit from IT Experience Management? With Katie Bates
Jan 19, 202308:10
94. CIO Agenda in 2023 - Predictions by Roy Atkinson
Dec 22, 202212:44
93. Happy XMOs! All about Experience Management Offices (XMO) with Neil Keating from BrightHorse
Dec 15, 202219:00
92. How Data Quality in ServiceNow impacts Experience with Mikko Juola from DCM
Dec 08, 202215:30
91. Mark Smalley on why IT needs “Experience Dominant Logic” to improve services

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:

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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/⁠⁠

Dec 01, 202209:44
90. Doug Rabold on Why #XLAs Matter Now More Than Ever?

90. Doug Rabold on Why #XLAs Matter Now More Than Ever?

Nov 24, 202216:05
89. Antonina Klentsova - What does diplomacy and sustainability have to do with better IT Service Management?

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

  1. Diplomacy and Sustainability go hand-in-hand, even in an IT Service Management context.
  2. Sustainability is about achieving our objectives now, without jeopardizing the future.
  3. 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:

---

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/⁠⁠

Nov 17, 202220:18
88. Is Your IT Team Facing Cost Saving Pressure? #ITXM
Nov 10, 202215:03
87. Lauren Kelly - How IT can harness behavioural thinking for real impact and value?

87. Lauren Kelly - How IT can harness behavioural thinking for real impact and value?

Nov 03, 202232:10
86. Don’t make these mistakes when changing your MSP. #ITXM #XLA
Oct 27, 202215:48
85. Matthew Burrows - On why skills mapping is essential to improving IT organisations
Oct 20, 202227:47
84. Why is 80% of business productivity lost by 13% of your tickets?
Oct 13, 202212:35
83. Welcome to New Season of IT Experience Podcast with Sakari
Oct 04, 202203:47
82. How does IT Experience Management drive better decision making?

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





May 19, 202215:13
81. How to get the whole IT department into the ITXM™ bus

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

May 05, 202214:42
80. Discover the four trends driving ITXM™ in 2022

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.


----


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

Apr 21, 202211:14
79. Using ITXM™ for Continual Improvement Success
Apr 07, 202215:41
78. How to use ITXM™ to Identify improvement areas in IT
Mar 24, 202215:15
77. Master IT Experience Management (ITXM™)
Mar 10, 202207:20
76. Thanks to Ukrainian IT for making our lives better

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.

  1. Donate to Unicef in order to help the children and families affected by the war
  2. 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.

We also want to give kudos to Mike Sapiton, the deputy editor-in-chief at Forbes Ukraine who showcases the distinguished evolution of Ukrainian rooted companies and products, in his Twitter update. https://twitter.com/sapitonmix

The Ukrainian tech industry was growing with double digits before the war and In the midst of this dark period, we want to celebrate the brilliant minds from Ukraine. Consider donating through one of these official channels and contribute to helping the victims of the war in Ukraine.

---

Donate for Unicef at https://www.unicef.org/

Mar 01, 202203:15
75. What did IT talk about in 2021 and predictions for 2022 with Roy Atkinson

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.

------------------------------------------------

Keep in contact

Facebook: https://www.facebook.com/HappySignalsLtd

LinkedIn: https://www.linkedin.com/company/happysignals/

Twitter: @HappySignalsLtd

Dec 16, 202111:23
74. Give hours back to the business - More smiles, less time wasted

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.

Nov 04, 202116:02
73. Cargotec's Story - Creating an Experience Management Culture

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.

Oct 28, 202110:52
72. Cargotec's Story - How to implement Experience Management Framework

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.

Oct 21, 202121:01
71. How should IT management teams be using Experience Data?
Oct 14, 202116:00
70. How to move from control to cooperation with your Service Providers

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

Oct 07, 202115:39
69. Steps to creating Human Centric IT, with bioMérieux

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.

-------------------------------------------------

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

Sep 30, 202115:48
68. Employee Experience for IT
Sep 23, 202113:47
67. Ticket Bouncing - the most impactful ITIL metric?
Sep 16, 202115:04
66. Motivate your Service Desk, through Experience Management

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.

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Keep in contact

Facebook: https://www.facebook.com/HappySignalsLtd

LinkedIn: https://www.linkedin.com/company/happysignals/

Twitter: @HappySignalsLtd

Sep 09, 202114:50
65. Recreating the IT walk-in experience through Virtual Tech bars, with Sophos

65. Recreating the IT walk-in experience through Virtual Tech bars, with Sophos

Sep 02, 202110:35
64. #XLA - Traditional SLAs; Should I remove them?

64. #XLA - Traditional SLAs; Should I remove them?

Experience Level Agreements (XLAs) are the topic everyone's talking about. But does this mean you should be removing your ‘set in stone’ SLAs and replacing them?
SLAs have been labelled differently by ITSM thought leaders over recent years, bringing the question of whether or not they are serving a purpose to your IT organisation, or whether they are actually producing more harm than good.
Sami, an avid supporter for removing SLAs, discusses with Pasi the importance of using the right metric for measurement - SLAs measure the process, XLAs measure the outcome and value.
Furthermore, in this episode, we hear from 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
Aug 26, 202116:23
63. Don't make this mistake with your ServiceNow platform!

63. Don't make this mistake with your ServiceNow platform!

Aug 19, 202114:47
62. Why are humans the best sensors for ITSM?

62. Why are humans the best sensors for ITSM?

Human feelings and experiences of IT services will always be the most reliable indicator for experience. Human-centric IT puts your end-users are at the centre of every single service that is delivered, and essentially, is your target market for deliverables.  

In this episode of Happy in 15, Sami and Pasi dig deeper into Human-Centric IT and what it means to have Humans as sensors when looking for feedback and improvements, across all IT Touchpoints.

It is never too late to start your Experience Management journey, but it is better to start sooner than later. Your end-users are already having these experiences daily. The sooner you take this approach, the quicker you can start increasing their efficiency and productivity.

Want to know more about Experience Management? Read our Practical Guide to XLAs

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About HappySignals

HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected 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

Aug 12, 202111:23
61. Human-Centric IT - It's a journey, but easy to start

61. Human-Centric IT - It's a journey, but easy to start

Are your end-users regularly complaining about IT Services? Do they feel that their voice isn't heard or listened to? Do you ever hear "Thanks to IT I was able to..."?

If this sounds familiar, then it is because you are taking the wrong approach to ITSM.

Human-Centric IT is about putting your end-users at the heart of your IT Touchpoints and listening to how they are experiencing IT services. From your end-user feedback, then improving your ITSM to benefit the user, making them happier and productive.

In your weekly Happy in 15, Sami and Pasi discuss Human Centric IT and what it means to implement it in an organisation. In this episode the guys:

  • Discuss what Human-Centric IT is
  • What it means to implement such an approach
  • Campari's CIO's journey to Human-Centric IT
  • The cultural pyramid
  • Reckitts approach to cultural transition 

Watch the full Campari interview here

Watch the full Reckitt interview here

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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


Aug 05, 202114:17
60. Experience; the shared goal for IT

60. Experience; the shared goal for IT

Having one overall metric to measure everything within your IT services isn't sufficient in providing in-depth information on your end-users happiness and IT Service satisfaction. This is essentially the equivalent of going into a store and when leaving being prompted with the 4 smiley faces, asking you how was your experience in-store - it means nothing. You could have had an easy time finding your product, however, the customer service was shocking. How can you then accurately rate your experience with one metric?

Apply this same example to IT Services - You have many people, managing many different service departments (i.e. from Office environment to mobile devices to remote workers). How can you efficiently measure all these diverse services with one metric?

By creating Experience as the shared goal for your IT department, you then create Employee Experience as the outcome of your IT Services. 

In this episode of Happy in 15, Pasi and Sami begin the discussion on why Experience needs to be the shared goal for IT. Find out how Ahlstrom Munksjö uses Experience Data to increase happiness with support services, as well as different models and examples that can be beneficial for the whole IT team - from everyone from the CIO down to Service Desk Agents.

Find the whole Ahlstrom Munksjö interview here.

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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

Jul 30, 202114:30