116. AI In ITSM: Avoiding The Hype With Stephen Mann The IT Experience podcast

37:16

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

The IT Experience Podcast

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122. Barriers to AI adoption with Alexandre Vallette 36:08

11 weeks ago36:08

36:08

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

The IT Experience Podcast

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121. How to understand complexity with Dave Snowden 43:43

13 weeks ago43:43

43:43

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

The IT Experience Podcast

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120. IT Trends 2025 with Roy Atkinson 37:58

25 weeks ago37:58

37:58

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

The IT Experience Podcast

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119. ITXM Insights - November 2024 19:14

27 weeks ago19:14

19:14

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

The IT Experience Podcast

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118. How PepsiCo is Transforming IT and Global Business Services with Experience Management 35:43

30 weeks ago35:43

35:43

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

The IT Experience Podcast

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117. Tiger Teams and Watermelons? ITXM Monthly 19:48

31 weeks ago19:48

19:48

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

The IT Experience Podcast

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116. AI in ITSM: Avoiding the Hype with Stephen Mann 26:26

32 weeks ago26:26

26:26

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

The IT Experience Podcast

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115. David Barrow - What the TV show Ted Lasso can teach us about Service Management 46:30

48 weeks ago46:30

46:30

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

The IT Experience Podcast

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114. David Stewart - Breaking Free from Ticket Queue Silos 36:01

50 weeks ago36:01

36:01

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

The IT Experience Podcast

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113. Addressing the Watermelon Effect? ITXM Monthly - May 2024 20:29

1 year ago20:29

20:29

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

The IT Experience Podcast

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112. Future of IT Support - ITXM Monthly 21:51

1 year ago21:51

21:51

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

The IT Experience Podcast

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111. Claire Agutter - How hard can SIAM be? 47:51

1 year ago47:51

47:51

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

The IT Experience Podcast

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110. Darren Rose - Keys to success with ESM. (Enterprise Service Management) 41:06

1 year ago41:06

41:06

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

The IT Experience Podcast

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109. The IT Leaders Guide to Employee Productivity - More smiles, less time wasted 24:55

1 year ago24:55