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The IT Experience Podcast

The IT Experience Podcast

By HappySignals

Podcast for those who want to take IT Experience Management (ITXM) Framework™ in use and improve Employee Experience of IT Services in large enterprises. We talk about human-centric IT, how does it change the culture of IT Departments from SLAs to Experience Metrics and XLAs. If you use ServiceNow or other enterprise service management system to provide services to end-users, then this is for you.

To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management
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How Customers and MSPs Benefit from IT Experience Management? With Katie Bates

The IT Experience PodcastJan 19, 2023

00:00
08:10
How Customers and MSPs Benefit from IT Experience Management? With Katie Bates

How Customers and MSPs Benefit from IT Experience Management? With Katie Bates

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=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/
Jan 19, 202308:10
CIO Agenda in 2023 - Predictions by Roy Atkinson

CIO Agenda in 2023 - Predictions by Roy Atkinson

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 recorded in November at the HDI Service Management World event in Orlando, sorry for the audio quality as we did the recording outside and there are some background noises audible. Key Takeaways Discover which areas of business and IT are of critical focus to CIOs (and other senior managers within service management) in the year ahead Links: Roy Atkinson on LinkedIn https://www.linkedin.com/in/royatkinson/ and Twitter https://twitter.com/RoyAtkinson Learn more about Clifton Butterfield LLC here: https://cliftonbutterfield.com/ --- 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/
Dec 22, 202212:44
Happy XMOs! All about Experience Management Offices (XMO) with Neil Keating from BrightHorse

Happy XMOs! All about Experience Management Offices (XMO) with Neil Keating from BrightHorse

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/ Follow Bright Horse on LinkedIn: https://www.linkedin.com/company/bright-horse/ Mastering the XMO Trainings: https://www.brighthorse.co.uk/mastering-the-xmo --- HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA 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/
Dec 15, 202219:00
How Data Quality in ServiceNow impacts Experience with Mikko Juola from DCM

How Data Quality in ServiceNow impacts Experience with Mikko Juola from DCM

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 go through these common challenges with Mikko Juola from Data Content Manager, an application for ServiceNow to automate and streamline your data quality and management. Data Quality affects Experiences: End-user Experience Agents Experience IT Management Team Decision Making Automation Ability Mikko Juola: https://www.linkedin.com/in/mikkojuola/ Data Content Manager: https://datacontentmanager.com/ CSDM - The Recipe for Success eBook: https://datacontentmanager.com/csdm-recipe-for-success-ebook/ --- HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA 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/
Dec 08, 202215:30
Mark Smalley on why IT needs “Experience Dominant Logic” to improve services

Mark Smalley on why IT needs “Experience Dominant Logic” to improve services

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 evolution from “Goods Dominant Logic”, depicting value creation in industrial production of goods/products - followed by the provision of services at scale that follows a “Service Dominant Logic”, leading into the Experience Dominant Logic thinking. It is the next step in understanding what IT Services are actually about, and how value in that context is co-created with the consumers of the services. Key Takeaways Goods dominant logic is an old way of thinking, where a product changes ownership and the consumers' perception is not essential for understanding the value provided. Service dominant logic is already considering how services become valuable in the interaction between providers of the service, and the consumers of that service. Experience dominant logic considers not only the interaction but also the emotions that influence behaviors in that interaction. Links: Mark Smalley on Linked: https://www.linkedin.com/in/marksmalley/ The article “Experience Dominant Logic”: https://www.linkedin.com/pulse/experience-dominant-logic-mark-smalley/ Mark Smalley’s website: https://sites.google.com/a/smalley.nl/smalley-it/
Dec 01, 202209:44
Doug Rabold on Why #XLAs Matter Now More Than Ever?

Doug Rabold on Why #XLAs Matter Now More Than Ever?

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 other learnings he’s made since writing it. So if XLAs is your interest, you should listen to this episode and learn from Doug’s experience. Key Takeaways SLAs' role in today's IT landscape, compared to XLAs Should XLAs be contractual like SLAs? Why do XLAs matter more than ever when going into 2023? Links: Doug Rabold on Linked: https://www.linkedin.com/in/doug-rabold-itil-hdi/ The article “Why XLAs Matter Now More Than Ever”: https://www.thinkhdi.com/library/supportworld/2022/xlas-matter-now.aspx SDI Event Doug is speaking on 8th Dec 2022: https://www.servicedeskinstitute.com/event/managing-knowledge-across-the-enterprise/
Nov 24, 202216:05
Antonina Klentsova - What does diplomacy and sustainability have to do with better IT Service Management?

Antonina Klentsova - What does diplomacy and sustainability have to do with better IT Service Management?

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 looks like. Key Takeaways Diplomacy and Sustainability go hand-in-hand, even in an IT Service Management context. Sustainability is about achieving our objectives now, without jeopardizing the future. Transformation projects take time, and when the members of the team start doing things (the new way) without thinking about it, that is when you know the job is done. Links: Antoninas LinkedIn profile: https://www.linkedin.com/in/klentsova/ Antonina on the Axelos podcast: https://the-axelos-best-practice-podcast.simplecast.com/episodes/digital-it-strategy-assessment-q8Dg5UBV Blog “Making a business case for sustainability in digital and IT” https://www.axelos.com/resource-hub/blog/a_business_case_for_sustainability_in_digital_and_it Service Management Leadership podcast on the topic of Sustainability https://anchor.fm/jeffrey-tefertiller/episodes/Service-Management-Leadership---Sustainability-e1nrk25/a-a6oeeln --- HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA 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/
Nov 17, 202220:18
Is Your IT Team Facing Cost Saving Pressure? #ITXM

Is Your IT Team Facing Cost Saving Pressure? #ITXM

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://happysignals.com/report --- HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA 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/
Nov 10, 202215:03
Lauren Kelly - How IT can harness behavioural thinking for real impact and value?

Lauren Kelly - How IT can harness behavioural thinking for real impact and value?

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 sciences can help our understanding. Because we are irrational, we think we understand people but we do not. We make a lot of assumptions about why people do things, and most of the time those assumptions are wrong. Find out about the intention and action gap… what people intend to do, and what they actually end up doing. Intention can start well, but may not lead to the right action. Links: Lauren Kelly on Linked: https://www.linkedin.com/in/laurenalyskelly/ Behaviour Patterns for the patterns around behaviour https://bc-patterns.com Behaviour Kit for the process oriented content https://behaviourkit.com --- HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA 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/
Nov 03, 202232:10
Don’t make these mistakes when changing your MSP. #ITXM #XLA

Don’t make these mistakes when changing your MSP. #ITXM #XLA

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.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA 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/
Oct 27, 202215:48
Matthew Burrows - On why skills mapping is essential to improving IT organisations

Matthew Burrows - On why skills mapping is essential to improving IT organisations

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 skills are not only technical, but include very human aspects that are important. Links: Matthews Linkedin profile: https://www.linkedin.com/in/matthewburrows/ Website: https://skillstx.com Guest on the Enterprise Digital podcast: https://enterprisedigitalpodcast.com/episode-45-with-guest-matthew-burrows/ Episode found on Spotify as well, not on Apple podcast. --- HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA 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/
Oct 20, 202227:47
Why is 80% of business productivity lost by 13% of your tickets?

Why is 80% of business productivity lost by 13% of your tickets?

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#chapter-2-1 --- HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA 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/
Oct 13, 202212:35
Welcome to New Season of IT Experience Podcast with Sakari

Welcome to New Season of IT Experience Podcast with Sakari

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 fascinated by why people do the things they do. What metrics drive the right kind behaviours and so forth. This is at the core of IT Service Management as well, where interactions between IT and end-users needs to be measured in some ways, and where metrics and KPIs are in place to encourage and enforce specific actions at work in the IT organisations." - Sakari Kyrö Hope you enjoy this season and we’ll give the first episode very soon, so make sure you are subscribed and have the podcast app ready to go! --- HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA 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/
Oct 04, 202203:47
How does IT Experience Management drive better decision making?

How does IT Experience Management drive better decision making?

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 organisational data - How Experience Data is used in different levels of the IT organisation - Using ITXM™ for better decision making  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
May 19, 202215:13
How to get the whole IT department into the ITXM™ bus

How to get the whole IT department into the ITXM™ bus

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
May 05, 202214:42
Discover the four trends driving ITXM™ in 2022

Discover the four trends driving ITXM™ in 2022

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 performance - The four trends driving this mass adoption - How you can kick off your ITXM™ journey Share the 4 trends driving ITXM e-book with your colleagues - https://www.happysignals.com/trends-driving-it-experience-management. ---- 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
Apr 21, 202211:14
Using ITXM™ for Continual Improvement Success

Using ITXM™ for Continual Improvement Success

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, especially from an end-user and team perspective - How to measure and celebrate success from an ITXM™ perspective ------------------------------------------------------ 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 ------------------------------------------------------ Key Takeaways:  - Why use ITXM for Continual Improvement success? - Focus on the outcomes of IT initiatives  - Measuring CI success in ITXM™
Apr 07, 202215:41
How to use ITXM™ to Identify improvement areas in IT

How to use ITXM™ to Identify improvement areas in IT

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 delivering feedback about IT services - The important order of People, Process and Tech - Why conducting continuous measurement to receive continuous experience data trumps yearly surveys. ---------------------------------------------------------- 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 ---------------------------------------------------------- Key Takeaways: - For Continual Improvement, Experience Data is the only meaningful starting point. - If you want to create services from the business perspective you need to be using Experience Data. - Experience Data gives focus to continuous improvement initiatives.
Mar 24, 202215:15
Master IT Experience Management (ITXM™)

Master IT Experience Management (ITXM™)

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, ITXM™ is a framework that is needed and used by the whole IT organization, and not just the IT Service desk. Now, we bring to you the recently released ITXM™ foundation course, bringing to life the practicalities of Experience Management for IT. Through online training videos and an online exam, you can get certified in ITXM™ and bring this framework into your organisation. But the fun doesn’t stop there - Join our online community to share thoughts, ways of working and learning experiences with other like-minded professionals, thought leaders and pioneers of ITXM™. Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/ Learn more about HappySignals - https://www.happysignals.com/leading-experience-management-platform-for-it-happysignals Key Takeaways: - ITXM™ - bringing experience management into IT - Opportunity to learn more about ITXM™ and become a certified professional with online training and exam - ITXM™ community - learn and share experiences with others
Mar 10, 202207:20
Thanks to Ukrainian IT for making our lives better

Thanks to Ukrainian IT for making our lives better

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 be difficult or cumbersome. This is why we want to celebrate a number of Ukrainian startups that enable people in numerous different ways. Thanks to Ukrainian IT… we can communicate better. Ukrainian emigrant Jan Koum, one of the WhatsApp founders, made international communications accessible to anyone with an internet connection on their mobile devices. Thanks to Ukrainian IT… we can pay and receive money in a frictionless way across the whole globe. Ukrainian emigrant Max Levchin was one of the founders of PayPal. Thanks to Ukrainian IT… money management across multiple accounts and different contexts is much easier. Ukrainian co-founder Vlad Yatsenko of Revolut is originally from Mykolaiv in Ukraine. Thanks to Ukrainian IT… we can write and communicate digitally with fewer errors. Grammarly is founded by three Ukrainians and has the largest development office in Kyiv. Thanks to Ukrainian IT… people around the world can collaborate more productively using the sleek office apps from the Readdle team, who developed the award-winning SparkMail app, among others. Thanks to Ukrainian IT… a large number of Fortune-500 companies have better sales teams. Sales intelligence software People.ai was founded by Dnipro-born entrepreneur Oleg Roginskiy. We also want to give kudos to Mike Sapiton, the deputy editor-in-chief at Forbes Ukraine who showcases the distinguished evolution of Ukrainian rooted companies and products, in his Twitter update. https://twitter.com/sapitonmix The Ukrainian tech industry was growing with double digits before the war and In the midst of this dark period, we want to celebrate the brilliant minds from Ukraine. Consider donating through one of these official channels and contribute to helping the victims of the war in Ukraine. --- Donate for Unicef at https://www.unicef.org/
Mar 01, 202203:15
What did IT talk about in 2021 and predictions for 2022 with Roy Atkinson

What did IT talk about in 2021 and predictions for 2022 with Roy Atkinson

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/itxm-framework-it-experience-management. Or to follow Roy in LinkedIn, you can find him at https://www.linkedin.com/in/royatkinson/. Have a great holidays and see you again in 2022! ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Dec 16, 202111:23
Give hours back to the business - More smiles, less time wasted

Give hours back to the business - More smiles, less time wasted

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 amount of lost time per ticket, as well as greater efficiency in IT Services. In this episode, HappySignals CGO, Pasi Nikkanen, is joined by our Enterprise Sales Manager, Dom West, discussing how business can actually quantify Experience Management. Start your Experience Management journey today, move your IT department from cost burden to value unit. More smiles, less time wasted.
Nov 04, 202116:02
Cargotec's Story - Creating an Experience Management Culture

Cargotec's Story - Creating an Experience Management Culture

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 with Nina Remes, Service Manager for Cargotec about their journey to adopting an Experience Management Culture. In order to adopt this culture, it is of high importance to continually implement the Experience Management Framework. If you have missed the previous episode, we highly recommend you to go back and listen to it first.
Oct 28, 202110:52
Cargotec's Story - How to implement Experience Management Framework

Cargotec's Story - How to implement Experience Management Framework

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, that's all we are going to get, four more vague concepts. Wrong. In fact, we have gone a step further in this episode of Happy in 15 (sorry it’s actually 20 minutes this time), and brought to you a real world example from one of our customers - Cargotec. In this episode, Nina Remes, Service Manager for Cargotec, joins our CGO, Pasi Nikkanen, to discuss the journey they have been on with experience data and experience management.
Oct 21, 202121:01
How should IT management teams be using Experience Data?

How should IT management teams be using Experience Data?

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 discuss Human Centric IT, Why humans are the best sensors and the IT Experience Management Framework. In future episodes, Pasi and Sami will dig deeper into these topic areas. ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Oct 14, 202116:00
How to move from control to cooperation with your Service Providers

How to move from control to cooperation with your Service Providers

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 Providers rushing through tickets in order to meet the set SLAs, instead of delivering a high-quality service. This can be highly demotivating for Service Providers, as well as frustrating for your end-users. In this episode, Pasi and Sami tell you how you can move from controlling your Service Providers to sound cooperation with them. Align your IT team and Partners behind the same goal, with a little help from Experience Management. Start your Human Centric IT journey today, and boost your end-users productivity. ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Oct 07, 202115:39
Steps to creating Human Centric IT, with bioMérieux

Steps to creating Human Centric IT, with bioMérieux

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 over 50 years. Their end-user base ranges from young tech-savvy new starters to employees who have been with the company since the beginning. BioMérieux wanted to improve how they deliver IT Services to their diverse end-user base and to implement Human-Centric IT. Pasi speaks with Dominique Raphanel, Global IS, Support & User Experience Manager for bioMérieux on their journey. ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Sep 30, 202115:48
Employee Experience for IT

Employee Experience for IT

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 sits in business operations and HappySignals role in helping to deliver get experience outcomes for your end-users. ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Sep 23, 202113:47
Ticket Bouncing - the most impactful ITIL metric?

Ticket Bouncing - the most impactful ITIL metric?

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 important ITIL metrics to improve. In this episode, Pasi divulges how HappySignals measures the impact of reassignment counts on happiness, productivity and cost, as well as customer testimonials from Refinitiv on how they approach this major conundrum many businesses face.  ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Sep 16, 202115:04
Motivate your Service Desk, through Experience Management

Motivate your Service Desk, through Experience Management

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 feedback Not using Experience data Limited access for stakeholders to see Service Desk results Not connected, restricting information in able to improve problem areas In this episode of Happy in 15, Pasi and Sami discuss why Experience Management is for the whole company, including your Service Desk and how taking this way of working into practice will motivate your Service Desk. We also hear from Marte Thorbjønsen, the Director of IT Core Operations for Wilhelmsen group, on how they moved from inhouse Service Desk to an Outsourced Service Desk, and how they introduced both penalties and rewards into their agreements in order to get the most out of their new Service Partners. ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Sep 09, 202114:50
Recreating the IT walk-in experience through Virtual Tech bars, with Sophos

Recreating the IT walk-in experience through Virtual Tech bars, with Sophos

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 Requests. After discovering this was a problem, Sophos worked on how to replicate this experience to all of their end-users - creating a Virtual Tech bar.  Find out in this episode the challenges their end-users faced, the solution they implemented and how Sophos increased and maintained end-user Happiness. ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Sep 02, 202110:35
#XLA - Traditional SLAs; Should I remove them?

#XLA - Traditional SLAs; Should I remove them?

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, an avid supporter for removing SLAs, discusses with Pasi the importance of using the right metric for measurement - SLAs measure the process, XLAs measure the outcome and value. Furthermore, in this episode, we hear from Marte Thorbjønsen, the Director of IT Core Operations for Wilhelmsen group, and the decisions to remove SLA measurements from their Chat measurement. And if you thought that’s all we could get into a 15-minute episode, we also hear from XLA Collab CEO, Alan Nance, discussing HappySignals Global IT Experience Benchmark report data on the impact of including rewards in your agreements with your Service Desk, instead of SLAs and sanctions. ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Aug 26, 202116:23
Don't make this mistake with your ServiceNow platform!

Don't make this mistake with your ServiceNow platform!

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 in 15, Sami and Pasi discuss how you can begin to leverage the ServiceNow platform and begin delivering great experiences to your end-users. As well as this, the guys hear from Ex SVP of Customer Success, Jimmy Fitzgerald and his experience dealing with CIOs and executives needs when it comes to leveraging their ServiceNow platform. ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Aug 19, 202114:47
Why are humans the best sensors for ITSM?

Why are humans the best sensors for ITSM?

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 looking for feedback and improvements, across all IT Touchpoints. It is never too late to start your Experience Management journey, but it is better to start sooner than later. Your end-users are already having these experiences daily. The sooner you take this approach, the quicker you can start increasing their efficiency and productivity. Want to know more about Experience Management? Read our Practical Guide to XLAs ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Aug 12, 202111:23
Human-Centric IT - It's a journey, but easy to start

Human-Centric IT - It's a journey, but easy to start

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 your end-user feedback, then improving your ITSM to benefit the user, making them happier and productive. In your weekly Happy in 15, Sami and Pasi discuss Human Centric IT and what it means to implement it in an organisation. In this episode the guys: Discuss what Human-Centric IT is What it means to implement such an approach Campari's CIO's journey to Human-Centric IT The cultural pyramid Reckitts approach to cultural transition  Watch the full Campari interview here Watch the full Reckitt interview here ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Aug 05, 202114:17
Experience; the shared goal for IT

Experience; the shared goal for IT

Having one overall metric to measure everything within your IT services isn't sufficient in providing in-depth information on your end-users happiness and IT Service satisfaction. This is essentially the equivalent of going into a store and when leaving being prompted with the 4 smiley faces, asking you how was your experience in-store - it means nothing. You could have had an easy time finding your product, however, the customer service was shocking. How can you then accurately rate your experience with one metric? Apply this same example to IT Services - You have many people, managing many different service departments (i.e. from Office environment to mobile devices to remote workers). How can you efficiently measure all these diverse services with one metric? By creating Experience as the shared goal for your IT department, you then create Employee Experience as the outcome of your IT Services.  In this episode of Happy in 15, Pasi and Sami begin the discussion on why Experience needs to be the shared goal for IT. Find out how Ahlstrom Munksjö uses Experience Data to increase happiness with support services, as well as different models and examples that can be beneficial for the whole IT team - from everyone from the CIO down to Service Desk Agents. Find the whole Ahlstrom Munksjö interview here. ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Jul 30, 202114:30
Happiness Score™ - What would be a good score for our company?

Happiness Score™ - What would be a good score for our company?

A question we hear a lot at HappySignals is "What would be a good score for our company?" In this special edition of Happy in 15, HappySignals CEO, Sami Kallio, draws information from our recent Global IT Experience Benchmark report for H/1. This report contains anonymous data from all of our customers across different cultures, countries and industries. Sami discusses about how different industries and countries can have vastly different scores, hence making it quite difficult to create and "ideal score" or generic score to work towards. Instead, Sami offers you advice on how to work out what would be a score that is smart and attainable for your specific company, as there is not one size that fits all. ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Jul 23, 202113:19
Experience is about People, Processes and Tech - In that order

Experience is about People, Processes and Tech - In that order

Unhappy end-users, losing productivity daily, a constant stack up of support tickets for IT incidents and requests? If this sounds familiar then something is wrong.   Delivery great services need to start from the end-users themselves, and the areas they are shouting about which needs improvement. If you aren't listening to your end-users, then you face the dreaded watermelon effect and the continued bad reputation that IT departments so famously hold.  Focus on People and understand what they want, then tailor the processes and tech around what your end-users want.  In this episode of Happy in 15, Pasi and Sami dig into why Service Delivery has been going wrong, from the theoretical formulation of delivery and improving services, to the new structure that will reform your IT Departments view on how Services need to be successfully delivered. ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Jul 16, 202114:11
Deep Dive into Global IT Experience and Overall IT Happiness

Deep Dive into Global IT Experience and Overall IT Happiness

In this special episode of Happy in 15, HappySignals CEO, Sami Kallio, has his first opportunity to dive deeper into Service Management and the Global IT Experience report, previously known as Happiness Score™ Report. Sami goes through the latest findings from the Global IT Experience Benchmark Report for the first half of 2021, specifically focusing on the overall IT happiness areas, divulging data from all of our customers on the happiest areas of IT services, as well as the unhappiest areas. In just 15 minutes you can find out why end-users on a global scale are: Unhappy with Portal Increased happiness with Support Services, even due to remote working Increased happiness with collaboration with IT Why people are struggling with mobiles Remote work happiness on the decline? ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Jul 09, 202115:42
Stop the 'Yearly Surveys' if you want to impact your IT Experience

Stop the 'Yearly Surveys' if you want to impact your IT Experience

Just like 2020, Yearly Surveys are a thing of the past and something to be forgotten. Yearly Surveys do not give you that valuable, qualitative data, that you can use at every step of your IT Service Experience. Let's throw you this statement; You wouldn't measure your customer experience once a year, so why do it with your employees? In this episode of Happy in 15, Sami and Pasi divulge why Yearly Surveys are a thing of the past and the problems/challenges encountered by them, such as: Too slow Too much effort Out of date data (for a year) Low response rates The rollercoaster year of 2020 proved a point that anything can happen, even overnight, which forces a change and adaption from companies and delivers new, diverse and unique experiences to your IT end-users. In this instance, yearly surveys are dead wood in the water and would never give you the real-time data to improve and react to your end-users experiences. This use of "real-time" data is one cog in part of a big, well-oiled machine - Experience Management. Find out more about Experience Management and Experience Level Agreements in our Practical Guide to XLAs ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Jul 02, 202113:35
What challenges does human-centric IT solve?

What challenges does human-centric IT solve?

The ever-changing needs of end-users are a phenomenon that must be addressed to streamline IT services to keep your employees productive and, most importantly, happy. Traditionally, in ITSM, we focus our measurement efforts on outputs, which is essentially the beginning of the end. By measuring IT services in this manner, we will never truly understand how end-users are experiencing IT services, creating the Watermelon effect. On the other hand, creating a Human-centric IT solves more problems than just increasing the happiness of your end-users; even though that is a massive achievement. In this first-ever episode of 'Happy in 15', we discuss the challenges IT is facing today, including: - Bad Reputation of IT - No central view of IT happiness - No common focus for IT - Lack of control with partners - Unable to quantify end-user Happiness and Productivity - Making decisions based on gut feelings instead of data-driven decisions Find out how creating a Human-centric IT can help solve the challenges you are facing in your IT organization. If you are loving this content, be sure to subscribe to Happy in 15 and never miss an episode.  Looking for something even more bitesized? Check out our recently released Learning Center, where we cover everything from XLAs to optimizing your ServiceNow --> www.happysignals.com/learning-center ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Jun 25, 202108:05
The NEW format of 'IT Experience Podcast' - Happy in 15!

The NEW format of 'IT Experience Podcast' - Happy in 15!

It is time for something new, something fresh. We have decided to stop making long 45-minute podcast episodes and bring to you bite-sized, specific topic-focused content. This content will be published weekly- We aim to bring you IT Experience Happiness in 15 minutes, that's why we have called this concept 'Happy in 15'. If you prefer to watch the episodes, check them out on Youtube or our new content platform, The Learning Center, where you can find even more content answering specific questions and topic discussions, such as XLAs, ServiceNow, IT Culture and more Employee Experience related conversations. We hope you enjoy it, stay happy!
Jun 10, 202101:16
54. Partnerships; a Force for Customer Success

54. Partnerships; a Force for Customer Success

In this episode, Sami is joined by Katie Bates, VP of Global Partnerships and Alliances at HappySignals. Sami and Katie start the discussion on how creating partnerships with vendors and MSP will boost their success with their customers as well as their customer's employee's experience. ----------------------------------------------- Topics Covered in this episode: Introduction to Katie Bates, VP of Global Partnerships and Alliances How MSPs and vendors can differentiate from competitors Why Partnerships are a force for customer success and high-quality customer experience. Plus, Read our The Practical Guide to XLAs. ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
May 12, 202109:30
53. #XLA - Experience Management Drives Business Value, with Bright Horse

53. #XLA - Experience Management Drives Business Value, with Bright Horse

Bright Horse's Neil Keating joins the HappyToday podcast to discuss how focusing on employee experience not only makes your end-user more productivity but can lead to further benefits for the organisation, such as loyal customers and shareholder value. ----------------------------------------------- Topics Covered in this episode: The benefits of employee experience Employee Experience impacts the business, not just employees Plus, Read our The Practical Guide to XLAs. ------------------------------------------------- Bright Horse and Neil Keating Helping organisations gain improved productivity, profits and customer loyalty through improving their employee and customer experience of IT Services. Providing leadership on the creation of Experience Management Offices with new thinking, new cultures and new technologies enabling customers to measure and improve employee and customer experience. LinkedIn = linkedin.com/in/neildkeating Bright Horse website = brighthorse.co.uk   ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Apr 28, 202116:43
52. #XLA - Reckitt; Pioneers for Experience Management

52. #XLA - Reckitt; Pioneers for Experience Management

In this episode, Pasi is joined by Reckitt's Head of Global Service Management, Prashant Arora, as well as Andrew Murphy the IS Manager of User Technology & Services EMEA. Pasi talks in-depth about Reckitt's journey from integrating Experience Management to their current success. ----------------------------------------------- Topics Covered in this episode: How Reckitt started their journey with Experience Management Inside behind the scenes view of Reckitt's ITSM and Employee Experience Framework How Reckitt are pioneering forward to Experience greatness Find out how Reckitt combines XLAs with SLAs Plus, Read our The Practical Guide to XLAs. ------------------------------------------------- Reckitt (previously known as RB) We protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. Our products reach millions of people every day, as we fight to improve global access to the highest quality hygiene, wellness and nourishment. Contact Prashant LinkedIn = linkedin.com/in/parora6 Twitter = parora6 Email = pprashan@gmail.com Contact Andrew LinkedIn = linkedin.com/in/arm66 ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Apr 15, 202128:40
51. #XLA - Alan Nance from XLA Collab, Incentives Reap Huge Benefits

51. #XLA - Alan Nance from XLA Collab, Incentives Reap Huge Benefits

Sami and Pasi are joined by the Co-founder and President of XLA Collab, Alan Nance. In this episode, the guys dive into recent study findings and how there is now data starting to show what actually works when it comes to Experience Level Agreements. ----------------------------------------------- Topics Covered in this episode: How XLAs can impact service positively Why Incentives (positive and negative) should be used with your service desk Including XLAS as part of Experience Management practice Plus, Read our The Practical Guide to XLAs. ------------------------------------------------- XLA Collab and Alan Nance  XLACollab helps enterprise-level organizations create and manage a valued and valuable employee experience that matters for their business.  We are made up of fiercely independent thinkers who apply the Art and Science of Experience to co-create the design and delivery of better customer experience.  Allowing organizations to offer products and services that make everyone feel good about interacting with them. Contact Alan: LinkedIn: linkedin.com/in/alannance Twitter: @Alan_Nance Email: alan.nance@gmx.com  ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Apr 14, 202123:54
50. Optimise ServiceNow Through Experience Management, with Jimmy Fitzgerald

50. Optimise ServiceNow Through Experience Management, with Jimmy Fitzgerald

Jimmy Fitzgerald, former Senior Vice President of Customer Outcomes at ServiceNow, joins Pasi in today's episode to discuss the three common questions he encountered from Senior Executives, about fully utilizing their ServiceNow platform. Not only this, but Jimmy also has some news on his next "Happy" venture. ----------------------------------------------- Topics Covered in this episode: The three common questions C-Level Executives ask on Optimising ServiceNow Why Experience Management is the key to ServiceNow Plus, Read our The Practical Guide to XLAs. ------------------------------------------------- Jimmy Fitzgerald Jimmy has been leading a global team of digital workflow experts focused on creating business outcomes for enterprises worldwide. He has collaborated with global practice leaders in a growing ecosystem of partners to accelerate excellence in delivering projects and customer value.   LinkedIn = linkedin.com/in/jamesfitzgeraldservicenow Twitter = @fitzgerald_jm ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Mar 30, 202117:30
49. Employee Experience Drives Service Delivery, with Fujitsu

49. Employee Experience Drives Service Delivery, with Fujitsu

In this episode, Sami is joined by Damien Fenwick, a Service Manager from Fujitsu. Over the last few years, Damien has been working on building the Experience Management practice for Fujitsu. Damien is a keen enthusiast for measuring experience and understanding how users feel about a service allows them to put their end-users at the heart and deliver a better service.  ----------------------------------------------- Topics Covered in this episode: How Fujitsu approach Employee Experience Putting end-users at the heart of their service delivery Including XLAS as part of their Experience Management practice Plus, Read our The Practical Guide to XLAs. ------------------------------------------------- Fujitsu and Damien   Fujitsu Limited is a Japanese multinational information technology equipment and services company headquartered in Tokyo. In 2018, it was the world's fourth-largest IT services provider measured by global IT services revenue. Fortune named Fujitsu as one of the world's most admired companies and a Global 500 company. Follow Damien on Social Media: LinkedIn: https://www.linkedin.com/in/damien-fenwick-b74ba324/ ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Mar 17, 202125:06
48. #XLA - Refinitiv's IT Service Transformation - From SLAs to XLAs

48. #XLA - Refinitiv's IT Service Transformation - From SLAs to XLAs

In this episode, Pasi is joined by Refinitiv's Director of Service Improvement, Mark Bewick, and Head of Service Management, Neville Hughes, discussing how Refinitiv changed their approach to implement experience led IT operations. Refinitiv embarked on the journey to investigate and redefine their IT service. The journey unearthed common pain points, the “3 main ingredients of employee happiness” and confirmation that traditional metrics need “help” to consider employee experience. Refinitiv has started a journey of employee happiness (with IT support), they are witnessing great results and have huge ambition to make things better still. ----------------------------------------------- Topics Covered in this episode: Break down some of the IT Support/business walls Understand how employees really feel and what can be done to make things better Improve relationships with employees and service providers Plus, Read our The Practical Guide to XLAs. ------------------------------------------------- Refinitiv Refinitiv provides information, insights and technology that drives innovation and performance in global financial markets, serving more than 40,000 institutions in approximately 190 countries. Contact information: Mark Bewick: mark.bewick@refinitiv.com Neville Hughes: neville.hughes@refinitiv.com ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Jan 29, 202144:44
47. CIOs are the Driving Force for Cultural Change, with Karen Ferris

47. CIOs are the Driving Force for Cultural Change, with Karen Ferris

Pasi and Sami are joined with the change management rebel with a cause - Karen Ferris. Karen has been working as a change management consultant for the last 3 year and in the episode, she discusses the events over the last year and how CIOs need to become the driving force for organisational cultural change. ----------------------------------------------- Topics Covered in this episode: What COVID 19 has taught us about rapid change CIOs play a prime responsibility  in cultural change Tech the driver for change Plus, Read our The Practical Guide to XLAs. ------------------------------------------------- Karen Ferris Karen educates and coaches leaders to create a workforce resilient in the face of constant, uncertain and volatile change. The organisations Karen works with enjoy significant improvements in employee well-being, engagement and productivity. Follow Karen on Social Media: LinkedIn: linkedin.com/in/karenferris-resilience-change-management Twitter: @Karen_Ferris ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Dec 14, 202026:19
46. Continuous Service Improvement in Academia, with George Washington University

46. Continuous Service Improvement in Academia, with George Washington University

Pasi is joined by the Director of IT Service Delivery from George Washington University (GW), Chris Megill. In this episode, Pasi and Chris discuss why GW has integrated HappySignals into its IT stack, on their quest to continuous service improvement and employee experience. ----------------------------------------------- Topics Covered in this episode: George Washington University has over 50,000 IT tickets per year, with their primary audience students and faculty staff How GW overcame challenges of low response rates through basic surveys Why Happiness and Productivity matches with GW's service priorities The benefits of using IT Support Profiles for an educational institution Why Experience Data allows GW to predict trends and justify spending Plus, Read our The Practical Guide to XLAs. ------------------------------------------------- George Washington University  George Washington University is a private institution that was founded in 1821. It has a total undergraduate enrollment of 12,484, its setting is urban, and the campus size is 43 acres. It utilizes a semester-based academic calendar.  ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Dec 10, 202014:49
45. #XLA - Experience Management Benefits all Business Roles

45. #XLA - Experience Management Benefits all Business Roles

In this episode, Pasi and Sami explore what Experience Management means to different roles within the business, and how it can impact their work life and productivity. ----------------------------------------------- Topics Covered in this episode: The benefits of Experience Management for: End-users (Employees) IT Departments Employees (Agents also) Service Desk Managers Service Owners / Service Desk Outsourcing  IT Directors / CIOs Plus, Read our The Practical Guide to XLAs. ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Dec 07, 202017:26
44. #XLA - Employee Experience with Roy Atkinson - Part 2

44. #XLA - Employee Experience with Roy Atkinson - Part 2

Pasi and Sami continue their conversation with ITSM legend Roy Atkinson, uncovering the different cornerstones of Employee Experience and what companies need to be doing in order to effectively manage their end-users experience; Experience Management. ----------------------------------------------- Topics Covered in this episode: The importance of feedback Why you need to start measuring now Experience Management process Employee Experience relating to business outcomes Goodhart's Law Plus, Read our The Practical Guide to XLAs. ------------------------------------------------- Roy Atkinson Roy Atkinson is a well-known evangelist in the ITSM arena, having authored and contributed to many pieces on content with ITSM.tools as well as a decade at Informa Tech. However, over the last 7 years, Roy has been offering his knowledge and services focusing on service management, customer service, customer experience, and content services. Recently this year, Roy has also been made a fellow of the Institute for Digital Transformation, where he joins other Industry Experts who share their thoughts, opinions, and real-life experiences about the transition from the Industrial Era to the Digital Era Follow Roy on Social Media: LinkedIn: https://www.linkedin.com/in/royatkinson/ Twitter: @RoyAtkinson ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Dec 02, 202027:21
43. #XLA - Experience is More than an Agreement

43. #XLA - Experience is More than an Agreement

In this episode, Sami and Pasi dig deeper into the topic of Experience Level Agreements, discussing how companies need to go further than creating agreements for measuring experience, which has previously restricted its predecessor - Service Level Agreements. The guys also bring to light Experience Management - an overall approach to focus on building and maintaining positive experiences. ----------------------------------------------- Topics Covered in this episode: Why experience is more than just an agreement Experience Management - the way of working that focuses on experience Plus, Read our The Practical Guide to XLAs. ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Nov 30, 202012:13
42. #XLA - Employee Experience for IT, with Roy Atkinson - Part 1

42. #XLA - Employee Experience for IT, with Roy Atkinson - Part 1

Today the guys are joined by ITSM legend, Roy Atkinson. Roy is currently the CEO and Principal Analyst at Clifton Butterfield LLC, offering business advice in service management. ----------------------------------------------- Topics Covered in this episode: What is Employee Experience The difference between Employee Experience and Employee Engagement Experience and end-user feelings Employee Experience from different viewpoints Shifting experience to deal with unprecedented events (Global Pandemic) Plus, Read our The Practical Guide to XLAs. ------------------------------------------------- Roy Atkinson Roy Atkinson is a well-known evangelist in the ITSM arena, having authored and contributed to many pieces on content with ITSM.tools as well as a decade at Informa Tech. However, over the last 7 years, Roy has been offering his knowledge and services focusing on service management, customer service, customer experience, and content services. Recently this year, Roy has also been made a fellow of the Institute for Digital Transformation, where he joins other Industry Experts who share their thoughts, opinions, and real-life experiences about the transition from the Industrial Era to the Digital Era Follow Roy on Social Media: LinkedIn: https://www.linkedin.com/in/royatkinson/ Twitter: @RoyAtkinson ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Nov 25, 202019:29
41. #XLA - The Key Differences Between XLAs and SLAs

41. #XLA - The Key Differences Between XLAs and SLAs

Following the recent release of the Practical Guide to XLAs, Sami and Pasi start discussing the chapter XLA vs SLA and the key differences between the two. ----------------------------------------------- Topics Covered in this episode: The key differences between XLAs and SLAs What really SLAs are How XLAs compare to SLAs Plus, Read our The Practical Guide to XLAs. ------------------------------------------------- XLA Partners CitrusCollab  Bright Horse  Giarte ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Nov 20, 202011:16
40. #XLA - The Practical Guide to Experience Level Agreements

40. #XLA - The Practical Guide to Experience Level Agreements

Everything you've ever wanted to know about Experience Level Agreements is finally here. We have received a lot of interest and questions regarding XLAs - What are they? What are the benefits? How to implement them? and many more. So we decided to make The Practical Guide to XLAs, which is now available to read and download from our website. Download now and share with your colleague: Read our The Practical Guide to XLAs. ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Nov 18, 202002:00
39. How to increase happiness by 112%, with Ahlstrom-Munksjö

39. How to increase happiness by 112%, with Ahlstrom-Munksjö

Pasi is joined by the team behind 'Project Happy', who increased the happiness of their end-users at Ahlstrom-Munksjö by 112%, as well as decreasing the lost time by 69%. This was done in conjunction with their outsourced service partners Tech Mahindra and Tieto, as well as using ServiceNow as their ITSM tool. Watch the full video and read the customer case here: https://www.happysignals.com/customer-cases/ahlstrom-munksjo Read our The Practical Guide to XLAs ----------------------------------------------- Topics Covered in this episode: How Ahlstrom-Munksjö found and overcame the watermelon effect 'Project Happy' - the continuous service improvement program 112% increase in happiness from October 2019 till September 2020 ------------------------------------------------- Ahlstrom-Munksjö Ahlstrom-Munksjö is the global leader in fiber-based solutions, with over 45 plants and converting sites in 14 different countries. They have over 8,000 employees with their head office located in Helsinki. Ahlstrom-Munksjö report over 150,000 IT cases per year (incidents and requests) and has over 100 global IT services with over 500 local applications. ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Nov 13, 202029:25
38. #XLA - Why SLAs Miss the Reality of a Situation, with TOPdesk's Hannah Price

38. #XLA - Why SLAs Miss the Reality of a Situation, with TOPdesk's Hannah Price

Pasi is joined by TOPdesk Service Management Consultant, Hannah Price. In this episode, Hannah and Pasi discuss the importance of tailoring XLAs to an organization as well as bringing the customer into the conversation to truly impact the customer experience. ---------------------------------------------- Topics Covered in this episode: Why XLAs need to be tailored to an organization Bringing customers into the XLA conversation  ------------------------------------------------- Hannah Price Hannah has been working for TOPdesk for over seven years, helping clients implement ideas on-premises and SaaS solutions, as well as designing and optimizing their processes. As well as this, Hannah is a frequent blog writer in the ITSM industry, including her article for ITSM.tools - What exactly are XLAs and how do you use them? Read more of Hannah's Blogs: TOPdesk ITSMtools Find Hannah on LinkedIn ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Read our The Practical Guide to XLAs. Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Oct 18, 202018:20
37. #XLA - Is Happiness Overrated, with Giarte CEO, Marco Gianotten

37. #XLA - Is Happiness Overrated, with Giarte CEO, Marco Gianotten

Today the guys are joined by the CEO of Giarte, Marco Gianotten, discussing today's topic; is happiness overrated? This episode dives deeper into the metric of happiness, the importance of keeping end-users happy throughout their IT experience, and achieving greater value through a continuous happy experience. ----------------------------------------------- Topics Covered in this episode: The pursuit of happiness Happiness as a metric The Importance of experiencing happiness over-time Input, Outcome, and Impact ------------------------------------------------- Marco Gianotten and Giarte Marco Gianotten is the CEO of Giarte, a research and consultancy firm within IT services and IT (out)-sourcing, operating out of Amsterdam, The Netherlands. Giarte has been recording experiential knowledge and perception of IT services in business environments for more than 15 years. You can download a free copy of Digital Empathy e-book by Marco Gianotten here: https://promo.happysignals.com/digital-empathy-download ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Sep 21, 202025:55
36. #XLA - Experience and Outcome Metrics with Barclay Rae

36. #XLA - Experience and Outcome Metrics with Barclay Rae

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 metrics. ----------------------------------------------- Topics Covered in this episode: 'Watertight not Watermelon SLAs'. https://www.barclayrae.com/watertight-not-watermelon-slas/ How Experience Level Agreements could be difficult to measure if they remain agreements A focus on Experience and Outcomes Plus, Read our The Practical Guide to XLAs. ------------------------------------------------- Barclay Rae Barclay Rae has been consulting and working in the ITSM industry for 30+ years. He has carried out a number of industry roles with various organisations such as SDI, itSMF UK, ITIL with Axelos, as well as being a co-author of recent ITIL publications. Follow Barclay on Social Media: LinkedIn: https://www.linkedin.com/in/barclayrae/ Twitter: @barclayrae ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd
Aug 27, 202029:28
35. Chris Fazey, Dean Underwood and Prashant Arora, three Global IT Directors share their experience

35. Chris Fazey, Dean Underwood and Prashant Arora, three Global IT Directors share their experience

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: https://bit.ly/3cKh4Ez -----   About HappySignals HappySignals make experience data visible, understandable and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome focused and data-driven.  This saves time and money. Our customers have been able to make employees happier and increase productivity by 26%. This is why we exist.  Find out more here: https://www.happysignals.com/
May 19, 202001:16:23
34. #XLA - What are the Benefits of Experience Level Agreements?

34. #XLA - What are the Benefits of Experience Level Agreements?

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 ------ About this podcast This is a podcast for those who want to improve service experience of internal services in large enterprises. If you use ServiceNow or other enterprise service management system, then this is for you. Read our The Practical Guide to XLAs.  -----  About HappySignals  HappySignals make experience data visible, understandable and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome focused and data-driven. This saves time and money. Our customers have been able to make employees happier and increase productivity by 26%. This is why we exist. Find out more here: https://www.happysignals.com/
Apr 13, 202010:55
33. #XLA - What are Experience Level Agreements?

33. #XLA - What are Experience Level Agreements?

"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 our The Practical Guide to XLAs. ------ About this podcast This is a podcast for those who want to improve service experience of internal services in large enterprises. If you use ServiceNow or other enterprise service management system, then this is for you. ----- About HappySignals HappySignals make experience data visible, understandable and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome focused and data-driven. This saves time and money. Our customers have been able to make employees happier and increase productivity by 26%. This is why we exist. Find out more here: https://www.happysignals.com/
Mar 30, 202015:57
32. How 5,500 end-users feel about Remote Work, latest survey results

32. How 5,500 end-users feel about Remote Work, latest survey results

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.happysignals.com/happiness-score ------ About this podcast This is a podcast for those who want to improve service experience of internal services in large enterprises. If you use ServiceNow or other enterprise service management system, then this is for you. ----- About HappySignals HappySignals make experience data visible, understandable and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome focused and data-driven. This saves time and money. Our customers have been able to make employees happier and increase productivity by 26%. This is why we exist. Find out more here: https://www.happysignals.com/
Mar 27, 202028:25
31. Enfo's Journey to Modern IT Service Provider (MSP)

31. Enfo's Journey to Modern IT Service Provider (MSP)

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 Find out more at https://www.happysignals.com/
Mar 16, 202018:52
30. CIO Interview: How To Create End-User Centric Culture? Christopher Woods, CIO at Campari

30. CIO Interview: How To Create End-User Centric Culture? Christopher Woods, CIO at Campari

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.happysignals.com/
Mar 02, 202007:23
29. What Impacts Employee Experience in ServiceNow?

29. What Impacts Employee Experience in ServiceNow?

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.happysignals.com/happiness-score
Feb 17, 202009:47
28. Internal Service Desks make Employees 47% More Productive with XLA?

28. Internal Service Desks make Employees 47% More Productive with XLA?

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 green of the watermelon) and everything seems fine, when actually employees are seeing red. Companies heavily focus projects on SLAs (service level agreements) which is the main reason for the 'Watermelon Effect'. Instead, companies need to now focus on implement XLAs (experience level agreements) when measuring IT services. Data of this episode has been taken from the 'Happiness Score™ Report'. Download your copy of the Happiness Score™ Report below: https://www.happysignals.com/happiness-score
Feb 03, 202009:47
27. Our Customers Increase Employee Productivity 26% by Making People Happier

27. Our Customers Increase Employee Productivity 26% by Making People Happier

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 our HappinessScore™ Report here: https://www.happysignals.com/happiness-score
Jan 20, 202005:18
26. Impact of ServiceNow's Reassignment Count on Employees Productivity

26. Impact of ServiceNow's Reassignment Count on Employees Productivity

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.happysignals.com/happiness-score
Jan 07, 202008:54
25. 2020 ITSM Trends with Stephen Mann / itsm.tools

25. 2020 ITSM Trends with Stephen Mann / itsm.tools

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.tools/  Stephen Mann Twitter - @stephenmann  ITSM Trends Article - https://itsm.tools/itsm-trends-in-2020-the-crowdsourced-perspective/
Dec 30, 201914:54
24. Campari 'Goes a Sip Beyond' by Transforming their Employee Experience

24. Campari 'Goes a Sip Beyond' by Transforming their Employee Experience

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 enabler. Chris also explains how important it is to shift from using SLAs to XLAs (experience level agreements) and the big difference between having insight vs guessing at problems. Full transcript and video: https://www.happysignals.com/blog/podcast-campari-goes-a-sip-beyond-by-transforming-their-employee-experience Learn more at https://www.happysignals.com/
Dec 18, 201910:53
23. Steps to Happiness in Employee Experience

23. Steps to Happiness in Employee Experience

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/
Dec 12, 201908:05
22. Blake Morgan - Customer Experience Futurist, Keynote Speaker, Author

22. Blake Morgan - Customer Experience Futurist, Keynote Speaker, Author

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 Business https://www.blakemichellemorgan.com/the-customer-of-the-future-by-blake-morgan/ Also listen to Blake's podcast at https://www.blakemichellemorgan.com/the-modern-customer-podcast/ Show notes and more at https://www.happysignals.com/
Nov 22, 201916:01
21. ITIL 4 - High Velocity IT with Mark Smalley

21. ITIL 4 - High Velocity IT with Mark Smalley

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, speaking etc - https://smalley.it
Nov 14, 201921:11
20. Showing Value of ServiceNow Usage

20. Showing Value of ServiceNow Usage

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 Work events in Europe during October.
Oct 08, 201913:29
19. From IT Cost to Business Value using Employee Experience

19. From IT Cost to Business Value using Employee Experience

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 that’s caused by a lack of quality in certain parts of the IT value chain. With IT issues – or “incidents” to use ITIL terminology – something that can be managed away by better IT service design, transition, and delivery practices. This cost-of-quality view has caused many organizations to consistently drive down the cost of their IT service desk and the available budgets. This might have involved fewer, lower-paid staff or it might have involved the outsourcing of the service desk function in pursuit of lower costs (through economies of scale), higher quality (through best practice capabilities), and increased innovation – it’s the common outsourcing promise, or at least the customer expectation of outsourcing. But Is This Really in the Best Interest of the Business? Read the full article at: https://today.happysignals.com/refocus-from-cost-to-business-value --- If you wish to watch this episode, go to our youtube page: https://www.youtube.com/watch?v=_TzMPCi6FT0 Show notes: https://today.happysignals.com/
Sep 02, 201911:04
18. $900B was wasted last year in Digital Transformation

18. $900B was wasted last year in Digital Transformation

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/digital-transformation-is-not-about-technology McKinsey Report: https://www.slideshare.net/aipmm/70-26633757 -- Watch this episode and read the show notes at: https://today.happysignals.com/
Aug 21, 201911:01
17. Step by Step Guide to Empowering Employee Experience with Oscar Berg

17. Step by Step Guide to Empowering Employee Experience with Oscar Berg

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/
Aug 12, 201920:15
16. Make your Automation Case with Experience Data

16. Make your Automation Case with Experience Data

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/ .
Jul 31, 201915:36
15. Empathic Building, The Future of Office Work with Tomi Teikko

15. Empathic Building, The Future of Office Work with Tomi Teikko

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 and other episode at https://today.happysignals.com/ -- Read our The Practical Guide to XLAs.
Jul 22, 201919:09
14. How do you make a Business Case for Employee Experience measurement?

14. How do you make a Business Case for Employee Experience measurement?

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 business case and make it part of your IT budgeting. Links from the episode, Deloitte report on employee experience 2019: https://www2.deloitte.com/insights/us/en/focus/human-capital-trends/2019/workforce-engagement-employee-experience.html "It’s hard to question why: MIT research shows that enterprises with a top-quartile employee experience achieve twice the innovation, double the customer satisfaction, and 25 percent higher profits than organizations with a bottom-quartile employee experience.“ Building business value with Employee Experience, MIT Research 2017: https://cisr.mit.edu/blog/documents/2017/06/15/2017_0601_employeeexperience_derysebastian.pdf/ As always, you can find us at https://today.happysignals.com/ .
Jul 10, 201917:35
13. How does Service Management fit into Employee Experience Equation? Author Jacob Morgan joins for a chat

13. How does Service Management fit into Employee Experience Equation? Author Jacob Morgan joins for a chat

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 - https://thefutureorganization.com/
Jul 08, 201913:30
12. Top IT Service Management Trends to Watch in 2019 by CIOReview.com

12. Top IT Service Management Trends to Watch in 2019 by CIOReview.com

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/top-it-service-management-trends-to-watch-in-2019-nid-29152-cid-188.html Show notes and other resources at https://today.happysignals.com/ .
Jun 26, 201907:25
11. Jesper Hansen from Region Midtjylland, Providing Experience for Hospitals

11. Jesper Hansen from Region Midtjylland, Providing Experience for Hospitals

Pasi learns how Jesper Hansen's team in Denmark analyses and improves their end-users experience with HappySignals experience data. Region Midtjylland provides Service Desk for local hospitals using their ServiceNow. Episode notes at: https://today.happysignals.com/podcast-jesper-hansen-from-region-midtjylland-providing-experience-for-hospitals
Jun 18, 201908:32
10. Fujitsu and Tieto, discussion on MSP's changing world of outsourcing

10. Fujitsu and Tieto, discussion on MSP's changing world of outsourcing

Sami Kallio interviews two MSP representatives in our yearly HUG customer event.  Fujitsu UK's Cat MacDonald and Tieto's Janne Kaihila share their insight. In this non-scripted panel discussion, both as Head of Service Desk, talk about the topics of:  People’s fears of new things, like RBA, AI, ML and Automation.  How to turn that into motivation and excitement.  How the contracts that customers request, still reflect the old world.  Problems of customers data quality and how they effect taking new technology into use.  Discussion has changed in outsourcing RFPs, but still the contracts are written in the traditional SLA way, like they are from 1992.  Old contracts keep MSPs hands tied, trust between customer and MSP is crucial to change this.  Contract periods hampering digitalisation and taking new technology into usage, for example ServiceNow roadmap bring new things, but long 5 year contracts prohibit usage of their new features.  New things like chatbots etc are there to help the work of the Service Desk Agents.  Agents' teaching the chatbots to handle their mundane repetitive tasks, to free up their own time for the difficult tasks.  Service Desk’s role is changing on supporting with IT support tasks into supporting with Business Services of the company’s employees.  How Tieto and Fujitsu are changing their offering to be more focused on Employee Experience.  Episode notes at https://today.happysignals.com/
Jun 10, 201921:50
9. Happiest Enterprise 2019 - Finnish Postal Company, Riikka Salonen

9. Happiest Enterprise 2019 - Finnish Postal Company, Riikka Salonen

In this episode Pasi Nikkanen had an interview with Riikka Salonen, Service Support Lead at Posti, the Finnish Postal Company. It was recorded during Happy User Group in Helsinki on May 23rd. Based on HappySignals' Happiness Score™ they ranked as #1 this year. Listen to how they use Employee Experience with their ServiceNow in their Enterprise Service Management: IT, HR and Finance Services. And how fears of being measured turned into positive Agent motivation. Episode notes: https://today.happysignals.com/ Posti (Finnish Postal Company): https://www.posti.com/en/
Jun 02, 201912:46
8. Interview with Alan Norris from ServiceNow

8. Interview with Alan Norris from ServiceNow

In this episode Sami Kallio meets Alan Norris, ISV Consultant at ServiceNow. They discuss how employee experience and service experience is one of the key messages from ServiceNow and how Alan personally sees the importance. Recorded live at SITS 19 expo in London, so mind the sound quality in the noisy expo hall. Enjoy! Show notes: https://today.happysignals.com/
May 14, 201907:14
7. CIO Interview: Virgin Trains, John Sullivan

7. CIO Interview: Virgin Trains, John Sullivan

In this episode Pasi goes and meets John Sullivan, CIO and Project Director at Virgin Trains. We talk about importance of employee and customer experience to the business, how traditional KPIs do not matter, how using ServiceNow enables them to innovate and how trust and transparency is the key to succeeding with service experience data. More at https://happysignals.com/
May 07, 201915:53
6. Employees are different, learn how different profiles behave

6. Employees are different, learn how different profiles behave

In HappySignals measurement tool, we define employee into four different behavioural profiles. In this episode we explain those profiles and what drives different types of people in your organisation. You can download an free eBook about the profiles here: https://happysignals.com/it-profiles/ For more information visit happysignals.com.
May 06, 201910:20
5. Transparency with Experience Data is Crucial

5. Transparency with Experience Data is Crucial

In this episode we discuss with Sami on why it's important to have transparency inside the enterprise with experience data. Having the data available to all stakeholders, partners and colleagues is crucial. Show notes: https://today.happysignals.com/
May 05, 201911:42
4. Happiness Score™ in April 2019

4. Happiness Score™ in April 2019

Happiness Score™ is a ITSM Benchmark we gather from our customers data. It's anonymized and updated daily and the numbers we who are from the past 6 months. In this episode we go through the numbers as they stand in April 2019, with some insight into what they tell us. As the first episode we do some introduction to the topic and in the future we'll bring more insight into the details. Enjoy. Happiness Score online: https://happysignals.com/happiness-score/
May 05, 201910:21
3. When to start measuring Employee Experience

3. When to start measuring Employee Experience

In this episode we talk about when is the right time to start measure, what are the fears related to measurement and why starting as soon as possible is the best thing you can do. For more information go to: https://today.happysignals.com/ For the YouTube version of HappyToday Podcast: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA/
Apr 30, 201908:24
2. Motivation of Service Desk Agents

2. Motivation of Service Desk Agents

How to use employee experience measurement as motivation for Service Desk teams and agents. How seeing the positive will increase their job satisfaction and showing the negative will allow agents to learn from their work. YouTube video version of this episode at: https://youtu.be/FnG0Ocjt-iQ Links from the show Richard Branson, Put employee first: https://www.inc.com/oscar-raymundo/richard-branson-companies-should-put-employees-first.html Jeff Rumburg, Agent Job Satisfaction: https://www.thinkhdi.com/library/supportworld/2017/metric-of-month-agent-job-satisfaction Find more at: https://today.happysignals.com/
Apr 29, 201909:01
1. Employee Experience in ITSM

1. Employee Experience in ITSM

In this episode we talk about Employee Experience in ITSM and how HappySignals got started. Find out more here: https://www.happysignals.com/
Apr 25, 201912:31