Big tech is transforming every aspect of our world. But how, and at what cost? This season of Land of the Giants – The Disney Dilemma – focuses on Disney’s ability to weather the ups and downs of the business cycle and changing tastes and explores what has kept it successful for over 100 years. The entertainment giant has leveraged nostalgia and its intellectual property to build a beloved brand, but after an acquisition spree that included Marvel, Lucasfilm, and 20th Century Fox, can it sus ...
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81. How to get the whole IT department into the ITXM™ bus
Manage episode 327607710 series 2817230
Content provided by HappySignals. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by HappySignals or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
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
125 episodes
ShareManage episode 327607710 series 2817230
Content provided by HappySignals. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by HappySignals or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
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
125 episodes
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1 124. 2025 Global IT Experience Benchmark: Uncovering the 13 % of Tickets Behind 80 % of Lost Productivity 20:50
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Play Later Play Later Lists Like LikedLaunched in May at London’s iconic The Gherkin tower, HappySignals’ Pasi Nikkanen sits down with benchmark lead Sakari Kyrö to unpack the brand-new 2025 Global IT Experience Benchmark Report . Together, they explore why employee-focused support still tops the happiness charts, how finance services can be both the happiest and the slowest, and why remote-work scores slipped as enterprises tighten return-to-office mandates. You’ll hear actionable insights every CIO, IT director and service-desk leader can use to turn experience data into measurable productivity gains. Key Take-aways This year's report included data from enterprise services beyond IT. Happiness levels in IT, finance, and HR services are closely related. Remote work happiness has decreased due to back-to-office mandates. Ticket-based support and collaboration with IT are key happiness factors. Open text feedback revealed a desire for improved IT support. Industry-specific insights show varying happiness levels and lost time. 80% of lost time comes from only 13% of tickets. Understanding business costs versus IT costs is crucial for IT organizations. A systematic approach to experience management yields significant results. Resources & Links mentioned in this episode: 2025 Global IT Experience Benchmark Report – download the full report https://www.happysignals.com/report ITXM Summit on-demand sessions – watch Sakari Kyrö’s keynote and every other presentation from the London event https://www.happysignals.com/itxm-summit ServiceNow Knowledge Conference – the annual Las Vegas gathering referenced in the episode https://knowledge.servicenow.com/ Subscribe to our newsletter: LinkedIn: https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/ Email: https://happysignals.com/itxm-insights…
1 123. Future Proofing Service Management with Sophie Hussey 37:16
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Play Later Play Later Lists Like LikedIn 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…
1 122. Barriers to AI adoption with Alexandre Vallette 36:08
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Play Later Play Later Lists Like LikedIn 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…
1 121. How to understand complexity with Dave Snowden 43:43
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Play Later Play Later Lists Like LikedIn 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…
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…
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.…
1 118. How PepsiCo is Transforming IT and Global Business Services with Experience Management 35:43
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Play Later Play Later Lists Like LikedHow 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.…
1 117. Tiger Teams and Watermelons? ITXM Monthly 19:48
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Play Later Play Later Lists Like LikedIn 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…
1 116. AI in ITSM: Avoiding the Hype with Stephen Mann 26:26
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Play Later Play Later Lists Like LikedIn 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…
1 115. David Barrow - What the TV show Ted Lasso can teach us about Service Management 46:30
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Play Later Play Later Lists Like LikedIn 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…
1 114. David Stewart - Breaking Free from Ticket Queue Silos 36:01
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Play Later Play Later Lists Like LikedIf 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…
1 113. Addressing the Watermelon Effect? ITXM Monthly - May 2024 20:29
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Play Later Play Later Lists Like LikedIn 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…
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…
1 111. Claire Agutter - How hard can SIAM be? 47:51
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Play Later Play Later Lists Like LikedClaire 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…
1 110. Darren Rose - Keys to success with ESM. (Enterprise Service Management) 41:06
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Play Later Play Later Lists Like LikedIn 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…
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The IT Experience Podcast
1 109. The IT Leaders Guide to Employee Productivity - More smiles, less time wasted 24:55
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Play Later Play Later Lists Like LikedThis month's episode of ITXM Insights is about “More smiles, less time wasted”, so taking about productivity. Sami, Sakari and Pasi discuss updates, upcoming events, book recommendations, and the danger of relying solely on DEX tools. Main topic of this episode is the new Guide They also explore the business case for IT Experience Management and provide practical guidance on using experience data to improve productivity. The episode concludes with a discussion on setting targets for productivity. Overall, the conversation emphasizes the importance of measuring and optimizing employee productivity to drive business value. Read the whole Guide here: https://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.…
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The IT Experience Podcast
1 108. Monthly Insights: "Forrester: The Future Of IT Experience Monitoring is Human-Centric" - Feb 2024 16:56
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Play Later Play Later Lists Like LikedThe 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/…
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The IT Experience Podcast
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…
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The IT Experience Podcast
1 106. #XLA - Penalties vs Rewards in XLA Contracts 10:42
10:42 Play Later Play Later Lists Like Liked10:42
Play Later Play Later Lists Like LikedRegister 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…
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The IT Experience Podcast
1 105. Four Options on How to Bring #XLAs into Contracts 15:15
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Play Later Play Later Lists Like LikedRegister 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.…
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The IT Experience Podcast
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. --- 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…
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The IT Experience Podcast
1 103. AI implications and considerations for ITSM, with Simone Jo Moore 40:05
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Play Later Play Later Lists Like LikedIn 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. :) --- 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…
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The IT Experience Podcast
1 102. How to Incorporate XLAs into Outsourcing Agreements - SDI Webinar Recording 1:23:46
1:23:46 Play Later Play Later Lists Like Liked1:23:46
Play Later Play Later Lists Like LikedWhile 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 --- 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…
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The IT Experience Podcast
1 101. "IT, stop jumping into solution mode!" with Katrina Macdermid 31:40
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Play Later Play Later Lists Like LikedOur 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…
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The IT Experience Podcast
1 100. #XLAs #ITXM and Market Development of Experience Management in the past 4 years 21:07
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Play Later Play Later Lists Like LikedThis 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 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…
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The IT Experience Podcast
1 99. Introducing XLAs with Unisys customers, with Weston Morris 32:04
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Play Later Play Later Lists Like LikedWeston 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: https://www.happysignals.com/product/xla-management…
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The IT Experience Podcast
1 98. What good is (ITXM) data if you don't make decisions based on it? with Dr. Selena Fisk 25:47
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Play Later Play Later Lists Like LikedOur 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/ --- 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/…
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The IT Experience Podcast
1 97. The state of ITXM/ITSM in the USA, with Matt Beran 20:47
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Play Later Play Later Lists Like LikedMatt 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/ --- 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/…
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The IT Experience Podcast
1 96. What's wrong with Remote Work? Nothing! with Karen Ferris 17:57
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Play Later Play Later Lists Like LikedWhy 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 --- 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/…
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The IT Experience Podcast
1 95. How Customers and MSPs Benefit from IT Experience Management? With Katie Bates 8:10
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Play Later Play Later Lists Like LikedIn 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 -- --- 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/…
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