The IT Experience Podcast

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 usin...

This 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...

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 s...

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...

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

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 leadi...

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 contr...

In this episode, we're joined by Simone Jo Moore, an expert in enterprise IT Service management. Simone delves into the considerations surrounding AI in IT Service Management, emphasizing the importance of ethics and maintaining a human-centric approach. Tune in as she sheds light on the delicate balance of AI as a tool, not a crutch, in the ever-evolving landscape of IT services. Ps. This des...

While experience level agreements (XLAs) continue to be a hot topic, IT service leaders need more practical guidance on how to include them in their outsourcing agreements. Join Sami Kallio from HappySignals and Neil Keating from Bright Horse as they share expert advice and best practices on integrating Experience Level Agreements (XLAs) into contracts between IT suppliers and customers. Hear abou...

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, th...

This is the 100th of The IT Experience Podcast and we look into the 4 years of running the podcast, how the market has developed, and talk about the two main themes we have identified: Employee Experience's Development into IT Experience Management Experience Level Agreements (XLAs) We'll also give an excellent summer playlist from the old episodes, ones that are still relevant, and remind...

Weston Morris is the Senior Director for Global Strategy for Digital Workplace Solutions at Unisys, and the podcast host of the Digital Workplace Deep Dive. The conversation dives into the quickly evolving world of Experience Level Agreements (XLA) are changing the way we look at IT services, focusing on actual business impact and employee productivity. Find out how Unisys research found out that...

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 importan...

Matt Beran, Host of Ticket Volume podcast and InvGate Product Specialist joins us to speak about the state of IT Service Management in the US, what the Americans do well and where they struggle. In this conversation, we come across interesting differences and similarities between regional ways of doing ITSM and generally applicable principles that help IT teams provide better services and experien...

Why are some organisations insisting employees return to the office, asks Karen Ferris. Remote work was probably the reason organisations were able to be resilient during the pandemic. Despite the evident success of remote work, there is a push by organisations to bring people back to the office. According to Karen Ferris, this might not be a good idea.  According to a study by Flexjobs, 97% of re...

In This Episode Pasi is talking with Katie Bates, VP of Global Partnerships at HappySignals on How Customers and MSPs Benefit from IT Experience Management? Learn about the topic, the whitepaper available at Happysignals.com, and the upcoming webinar with ISG on 3st January 2023. MSP Whitepaper: https://www.happysignals.com/how-customers-and-msps-benefit-from-experience-management?utm_medium=podca...

In this episode, I'm joined by Roy Atkinson from Clifton Butterfield LLC to discuss his predictions for the CIO agenda in 2023. Listen to this episode to learn in 15 minutes the most important things for the world of IT in the year ahead. Plus, take a sneaky look back at Roy's 2022 predictions to determine whether he was right (or wrong) when we did this same episode a year ago. This episode was r...

In this episode, I’m joined by Neil Keating from Bright Horse to talk about Experience Management Office (XMO). So if you have or haven’t heard about them, listen to this episode to learn in 15 minutes the most important things about XMOs. Key Takeaways What is an XMO? Why do you need one? Who are in it? What do they do? Links: Neil Keating on LinkedIn: https://www.linkedin.com/in/neildkeating/ Fo...

How Data Quality in ServiceNow impacts Experience Many times operational data in ServiceNow is missing or is bad quality and it's difficult to use all the tools available to make decisions when you cannot trust the data. If you don't know everything about your end-users it difficult to create amazing service experiences, automate services or allow agents to solve issues quickly. In this episode we...

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 evolutio...

Doug Rabold is HDI's Top 25 Thought Leader; International Speaker & Certified Trainer; Chairman of Board at HDI; CX, EX and Service Delivery Executive, and a familiar face in the ITSM events especially in the US. In this episode, I met Doug at the Service Management World HDI event in Orland. We talk related to his article “Why XLAs Matter Now More Than Ever”, Doug opens up the article and...

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...

Back with the "Happy in 15" -format, Sami and Pasi dive into the topic of how to answer to Cost Saving Pressure as an IT Team and how Experience Management and ITXM™ can help. Key talking points: 1. Reduce IT costs and prioritize 2. Optimize IT outsourcing 3. Automate areas that matter Make sure to check out the The Global IT Experience benchmark, to see the graphs we talk about. https:/...

At HappySignals we talk a lot about People vs. Process and Technology, our guest Lauren Kelly really explains how behaviour is a fundamental part of success in future businesses. She shines light on how behaviour thinking can help organisations become more successful and healthy. Key Takeaways We need to understand people, really understand people in a fundamental way - this is where behavioural s...

Sami and Pasi go through the typical mistakes organizations seem to make when they change their outsourced Managed Service Providers. Listen to the two most common mistakes Sami has recognized with global companies he has been talking with. This episode is especially for those companies who are looking start their XLA journey with their MSPs. --- HappySignals YouTube Channel:  ⁠⁠⁠https://www.youtu...