Register for the ITSM Summit 2026 at https://www.happysignals.com/itxm-summit/

In this episode, Frank Fütz shares insights into IT experience management (ITXM), its importance, practical applications, and how it bridges the gap between traditional KPIs and actual user experience. Discover how to leverage ITXM to improve service quality, employee satisfaction, and business outcomes.

Takeaways:

• The evolution from ITSM to ITXM
• The impact of user experience on IT performance
• Using experience level agreements (XLAs) to measure success
• Linking KPIs to employee and customer satisfaction
• Scaling ITXM across organizations

Follow Frank in LinkedIn: https://www.linkedin.com/in/frankfuetz/