The IT Experience Podcast

Independent ITSM Consultant, Barclay Rae, joins our hosts Sami and Pasi to discuss his latest article 'Watertight not Watermelon SLAs' as well as how he sees the industry changing. Barclay also discusses with the guys the motion of how an agreement for experience may be difficult to adhere to, however, IT departments need to be measuring value, experience, and outcomes instead of traditional SLA m...

Pasi and Sami are joined by three Global IT Services leaders from Campari Group, Sophos, and Reckitt Benckiser. In this episode we discuss the challenges, experiences, and key learnings from the explosion of Remote Work in the three different organisations from the data HappySignals has gathered from our HappinessScore™ Report. You can access a video version of this webinar recording here: ht...

Pasi and Sami discuss the key benefits of Experience Level Agreements, as well as giving real-life examples on how XLAs are used or can be applied to everyday scenarios. Top 5 benefits of XLAs: XLAs measure the value of the Service Desk from the perspective of the business XLA measurement boosts cooperation A more motivated Service Desk team Drives business value Moving target - in a positive way...

"Most people understand XLAs as focusing on the outcomes and experience-based outcomes"  Experience Level Agreements are an ever growing topic in ITSM. However, the term has never been given a single definition for the industry to follow. Pasi and Sami round up a variety of definitions, from many different organisations across the world, to bring to you the baseline of what an XLA is. Read ou...

Remote work has been an emerging trend recently, with more and more organisations having to incorporate this way of working. HappySignals brings to you a 'Sneak Peek' into end-users experience of Remote Work, from over 5,500 employee responses. This data will be part of the Happiness Score™ Report Q2 2020. You can download the most recent version of the Happiness Score™ Report here: https://www.ha...

Enfo's SVP of Service Center, Minna Nousiainen, shares the Enfo journey to becoming a modern IT Service Provider and the importance of service experience for the company. "With this tool and these discussions, we are on the same side of the table with the customer. We are not a Service Provider and customer buying it, but we can see that there are impacts of both of our actions." Minna Nousiainen...

Campari's CIO Christopher Woods "the first thing a sales director looks at is his daily sales report. One of the first things I will look at is, what is the progression of the experience reports." In this episode, Chris Woods gives insight into how he is embedding employee experience at the heart of Campari's IT services, in doing so, creating an end-user centric culture. More at https://www.happy...

Which factors are really impacting your employees positively and negatively in their IT service experience?  In this episode, Sami and Pasi talk about the range of factors that drive employees to a better employee experience, as well as the negative factors that reduce happiness, productivity and increase lost time.   Download your copy of the 'Happiness Score™ Report' here: https://www....

Pasi gets hit with a watermelon! No seriously, an actual watermelon! In fact, the whole industry is getting hit with watermelons.  In this episode Sami and Pasi discuss how Internal Service Desks make employees 22% happier and 47% more productive compared to Outsourced Service Desks. This is caused by something known as the 'Watermelon Effect', where companies are meeting objectives (the gree...

Sami and Pasi discuss how our customers increase their employees productivity by 26% by making people happier. An increase in productivity by 26% means 1 hours per ticket is saved for end-users. From our HappinessScore™ Report, which is built from 1 million customer responses, Pasi and Sami go through the successful and unsuccessful company cases, showing you what to do and what not to do. Find ou...

Sami and Pasi discuss data from over 1 million customer responses - the Happiness Score™ Report. In this episode they analyse their customer's data who are using ServiceNow or other ITSM platforms. One topic they have measured in this report is the impact of reassignment counts - when a ticket is passed from one team to another.  Download the Happiness Score™ Report here: https://www.happysig...

In this episode Pasi interviews Stephen Mann, who is the principal and content director at ITSM Tools. ITSM Tools is a website dedicated for ITSM topics from ITSM.tools. Pasi and Stephen discuss the latest trends in the ITSM industry - what is currently working and what to look for in future. More information on Stephen or ITSM.tools can be found below:  ITSM Tools Website - https://itsm.tool...

Pasi meets Chris Fazey, the Global IT Digital User Experience Manager for Campari. In this episode, Chris explains how a passionate company such as Campari wants a continual service improvement and big change. After beginning their transformational journey 4 months ago, they have discovered rapid transformation, having experience data together with the operational data from ServiceNow as their ena...

In this episode, Pasi and Sami discuss the HappySignals way to achieving Happiness in Employee Experience. Including how to get started, as well as the different approaches and methods to higher levels of Happiness for your end-users. Show notes and more at https://www.happysignals.com/

Hosted today by Marko Ruusinen, our guy in Palo Alto. He's interviewing Blake Morgan a leader in customer experience. She is a keynote speaker and customer experience futurist and author of two books on customer experience. Recorded outside. Learn more about Blake at https://www.blakemichellemorgan.com/ Blake’s New Book, The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Busi...

In this episode Pasi interviews Mark Smalley about ITIL 4 and his upcoming book "ITIL 4 - High Velocity IT". Links from the episode: ITIL®4 at AXELOS www.axelos.com/welcome-to-itil-4 Books at TSO www.tsoshop.co.uk with checkout code BR19 for 15% discount on all AXELOS products in 2019 Webinar about High Velocity IT - https://www.brighttalk.com/webcast/534/345711 More about Mark and his writing, sp...

Pasi and Sami give some points on why continuous Employee Experience measurement and management can show the value of your ServiceNow investment. Call it a Live Business Value Assessment or continuous productivity measurement, it gives your focus to develop right things to achieve the outcomes you are looking for. Episode notes at https://happysignals.com/ Come and meet us at ServiceNow's Now at W...

Pasi interviews Sami on his articles about changing the strategy in IT from Cost Reduction to Proving Business Value. --- Excerpt from the Article --- Has the focus on IT support cost reduction really been the best option for CIOs and their senior management teams?  There has been a long-held view that the IT service desk is a “cost of quality,” i.e. it’s an additional and unnecessary cost th...

Sad statistics say 70% of Digital Transformation projects fail and last year $900B was wasted last year. How do think about Digital Transformation and does Employee Experience tie into success of Digital Transformation Journey. Forbes Article: https://www.forbes.com/sites/peterbendorsamuel/2018/07/18/where-most-companies-go-wrong-in-digital-transformation/ HBR Article: https://hbr.org/2019/03/digi...

Speaker, Facilitator and Author Oscar Berg speaks about his book Digital WorkPlace, a step by step guide on Employee Experience. More about Oscar: http://www.oscarberg.net/ Episode Notes at https://today.happysignals.com/

Are you planning an Automation initiative or thinking about RPA? Listen to this episode to learn how employee experience data can help you find the right focus and prove the value it will bring to the business. Show notes at https://today.happysignals.com/ .

Pasi met with Tomi Teikko, Founder and Soul of Tieto Empathic Building. Tomi shares his vision of empathic reality, where employee experience is taken to the next level, it's not about pretty interior designs, but how you work with others and culture you share. Tieto Empathic Building is helping employees feel happier, more inspired and perform better. https://empathicbuilding.com/ Episode notes a...

In this episode Pasi Nikkanen and Sami Kallio answer a question that came through twitter from @Joe_The_IT_Guy: How do you create a business case for employee experience measurement? We’ll talk about employee experience and some reports and research we found on the significance of it company’s business and profits. Also what affects it and then some practical things on how you can make your busine...

Jacob Morgan, author of The Employee Experience Advantage, joins me for a chat about employee experience equation and how does service management fit into it. We talk about the rise of employee experience, what does technology mean and why culture is very important when talking about enterprise service management.  Episode notes https://today.happysignals.com/   More about Jacob Morgan -...

Pasi gives his take on a recent CIOReview.com article on Top Service Management Trends to Watch in 2019. Let's give a hint, Employee Experience is related! This episode is part of our Industry Insight series, where we pick interesting articles, facts and research that people working with employee experience should be aware of. Enjoy. You can find the full article at https://www.cioreview.com/news/...