The IT Experience Podcast

In this episode we speak about skills assessment in IT. Our guest in this episode is Matthew Burrows, takes us through the benefits and steps for organisations to map their IT employees’ skills to better match job roles to the people who would succeed in and enjoy those roles. Key Takeaways Skills are action based. Having knowledge of an area does not mean having the skills that are needed. IT ski...

In this episode Sami and Pasi go through a recent finding from The Global IT Experience benchmark, which states that 80% of the productivity business end-users lose comes from 13% of your tickets. Listen to learn more and make sure to check out the YouTube version with all the graphs. To see the graphs related to this episode, go to: https://www.happysignals.com/global-it-experience-benchmark#chap...

Welcome to this new season of The IT Experience Podcast. This season we’ll introduce Sakari from HappySignals as another host, Sakari is curious about behaviours and data, and data about behaviours. Welcome Sakari, so happy to have in the podcasts as well, some might already know you from the The Global IT Experience Benchmark webinars, as you are the owner of that report. "I have always been...

Are you making IT decisions based on who is shouting the loudest? Or maybe you're gut feeling? Are your business stakeholders not buying into how IT can positively impact business value?  Look no further my friend, here is how ITXM™ can drive better decision making, both in the short and long term. In this episode of Happy in 15: - How you can measure ITs success - The different types of orga...

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...

The use of ITXM™ is increasingly growing, with Gartner predicting a rapid growth in IT Experience Management over the next 4 years. In this special episode of Happy in 15, looking towards the future, find out the 4 trends driving the mass adoption of ITXM™ and what you can do to incorporate this framework. In this episode: - The measurement and use of IT end-user experience as a means to drive IT...

Following on from our previous episode, we bring you another practical episode on how ITXM™ is a vital tool for your IT’s continual improvement success. ITXM™ is the framework that brings the practice of experience management into IT operations. In this episode of Happy in 15 we focus on: - What are you setting out to improve? - The outcomes of IT initiatives and why they hold high importance, esp...

ITXM™ is the framework that brings the practice of experience management into IT operations. In this first episode of Happy in 15, Season 2, we kick off after the winter season with a practical episode on how you can Identify Continual Improvement areas to focus on through using ITXM™ In this episode you will get a firm understanding of why:  - Humans are the best sensors when it comes to del...

ITXM™ or IT Experience Management brings experience management, a practice that has been used in external customer support and management for well over a decade, into IT operations. ITXM™ enables IT teams to focus on outcomes of the deliverables they produce, as well as providing data-driven insights, fueling Continual Improvement initiatives, in order to achieve said outcomes. Most importantly, I...

We all wish that the war in Ukraine would end soon. While our ability to help is limited, we wanted to do two things. Donate to Unicef in order to help the children and families affected by the war Celebrate some of the brilliant Ukrainians that have created IT services and applications that billions of people use on a regular basis Good technology enables people to do things that would otherwise...

In this episode Pasi is joined by Roy Atkinson to reflect what was top of mind with IT leaders in 2021 and what trends Roy sees 2022 will accelerate. It's about People, Values, Experience Management and XLAs to put it short, but do listen what Roy has learned during 2021. To learn how to get started with IT Experience Management Framework, visit the Framework guide https://www.happysignals.com/itx...

If your IT Service Desk can reduce the amount of lost time each end-users experiences when IT incidents and requests occur, you can drive the reputation for your companies IT department. How? Reducing the amount of time it takes to solve an IT incident or request will give valuable hours back to the business. One of our customers, Reckitt, managed to save $250,000 in one year from reducing the amo...

Experience Management requires a change in working culture in order to truly focus on the new found existence for service delivery teams; end-user experience. With Experience Management, IT teams needs to change their way of thinking to creating services and delivering experience from the end-users perspective. Following on from Episode 19 of Happy in 15, HappySignals CGO, Pasi Nikkanen, discusses...

You probably have often heard us refer to the concept of “Experience Management”. But this concept can be quite vague for newcomers as well as to seasoned IT veterans who may have been working on delivering great experiences for a while. Lucky for you, Experience Management has its own framework, stretching across 4 vital sections; Measure, Share, Identify, Improve. And I bet you are now thinking,...

In this fully packed episode, Pasi and Sami start the conversation on how IT management teams should be using Experience Data. There are three key topics your management team should focus experience data on: Decision Making Cooperation with Business Leading IT Delivery Drawing from interviews with various globally recognised companies, such as Refinitiv and Ahlstrom-Munksjö, Pasi and Sami also dis...

Creating cooperation with your Service Providers creates greater alignment to IT goals and greater motivation to delivering and meeting service needs. Traditionally, SLAs and the way they are formulated, are set up to control Service Providers and to imply sanctions when the target has not been met.  Not only this, but SLAs create a watermelon effect within your organisation, with Service Pro...

Human-Centric IT is a topic we frequently talk about in ITSM and IT Service Delivery. Human-Centric IT puts your end-users at the centre of Experience Management and all IT touchpoints. However, wouldn't it be great if there was an example of a companies journey to creating this kind of culture? Oh wait, there is! BioMérieux is a French multinational biotechnology company, which has existed for ov...

Are you wondering where Employee Experience sits in the business, whether IT or HR owns it? Or maybe how starting from a "human perception" increases productivity? In this episode, Pasi takes the different opinions and definitions of renowned ITSM thought leaders to expand the definition of what is Employee Experience for IT. From these definitions, Pasi goes further into where employee experience...

Ticket bouncing, commonly known as ticket reassignment, is where an IT incident or request ticket is passed from one team to another, before its resolution.  This has a dramatic effect on lost work time for the end-user, as well as happiness, productivity, resulting in greater costs and reduced business value. In fact, it has such an effect that we believe this could be one of the most import...

Typically, Service Desk agents are heavily demotivated due to receiving an influx of negative feedback, typically due to the SLA metrics that they are contractually bound to. However, when taking Experience Management into use, we have discovered that 82% of feedback the Service Desk receives is Positive. There are many challenges that Experience Management overcome, such as: Only sharing negative...

Do you have many people working in remote places where the IT walk-in experience is unavailable? Do some of you end-users feel like they are missing out on certain IT services that others are receiving?  Sophos had this exact challenge. Specific end-users in remote locations, in countries where IT HQ was unavailable, were desperate to receive the walk-in experience for IT Incidents and Reques...

Experience Level Agreements (XLAs) are the topic everyone's talking about. But does this mean you should be removing your ‘set in stone’ SLAs and replacing them? SLAs have been labelled differently by ITSM thought leaders over recent years, bringing the question of whether or not they are serving a purpose to your IT organisation, or whether they are actually producing more harm than good. Sami, a...

So you've invested in your (new) ServiceNow platform, how do you now show the value and the ROI from the NOW platform? In order to prove the value of enabling ServiceNow, you need to start managing this asset and start creating and delivering great experiences to your end-users. But how do you start creating great experiences for your end-users, that are worth celebrating? In this episode of Happy...

Human feelings and experiences of IT services will always be the most reliable indicator for experience. Human-centric IT puts your end-users are at the centre of every single service that is delivered, and essentially, is your target market for deliverables.   In this episode of Happy in 15, Sami and Pasi dig deeper into Human-Centric IT and what it means to have Humans as sensors when looki...

Are your end-users regularly complaining about IT Services? Do they feel that their voice isn't heard or listened to? Do you ever hear "Thanks to IT I was able to..."? If this sounds familiar, then it is because you are taking the wrong approach to ITSM. Human-Centric IT is about putting your end-users at the heart of your IT Touchpoints and listening to how they are experiencing IT services. From...