In this episode of the HappySignals IT Experience podcast, host Sakari Kyrö speaks with service management and leadership consultant Sophie Hussey. They discuss the importance of future-proofing service management, the need for better education on service management in schools, and the visibility of career pathways in the field. Sophie emphasizes the significance of understanding the user experience, the role of service management in delivering services, and the challenges organizations face. They also explore the balance between data analysis and human insight, the role of mediation in service management, and how to recognize when external support is needed to improve organizational effectiveness.

Follow Sophie on Linkedin: https://www.linkedin.com/in/sophiehussey/

Takeaways

• Future-proofing service management is crucial for the industry.
• Education systems need to include service management in their curriculum.
• Service management can enhance user and colleague experiences.
• Visibility of career pathways in service management is lacking.
• Service management plays a significant role in delivering services effectively.
• Organizations often overlook the importance of talent management and leadership development.
• Reading between the lines can uncover deeper organizational issues.
• Data analysis must be complemented by human insight for effective decision-making.
• Mediation can help resolve conflicts and improve collaboration in teams.
• Recognizing symptoms of dysfunction can indicate the need for external support.

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In this episode of the HappySignals IT Experience podcast, host Sakari Kyrö speaks with Alex Vallette, a seasoned professional in the publishing industry, about the current state of AI technology. They discuss the hype surrounding AI, the challenges small companies face in adopting it, and the importance of internal training and experimentation. Alex emphasizes that AI should be viewed as a support tool rather than a replacement for human jobs, and he shares insights on how to effectively implement AI in organizations while overcoming cultural barriers.

Follow Alexandre on Linkedin: https://www.linkedin.com/in/alexvallette/

Takeaways

• AI is currently experiencing a lot of hype, but the reality may not meet expectations.
• Small companies often lack the expertise to implement AI effectively.
• Investing time in training employees is more crucial than spending money on consultants.
• AI should be seen as a support tool, not a replacement for human jobs.
• Experimentation with AI can lead to valuable insights and improvements.
• Cultural barriers can hinder AI adoption, but involving employees can help.
• The results of AI experimentation can provide targeted solutions for companies.
• AI's accuracy is improving, but it still requires human oversight.
• Understanding AI's capabilities is essential for successful implementation.
• The future of work will likely involve collaboration between humans and AI.

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In this enlightening conversation, Dave Snowden discusses the principles of complexity science and its application in organizational change. He emphasizes the importance of understanding human interactions over attempting to change behavior directly. The discussion covers the evolution of ideas, the coherence of theories, and the role of culture in decision-making. Dave also highlights the significance of storytelling in mapping organizational culture and the need for real-time pattern detection through micro scenarios. The conversation concludes with insights on balancing human agency with AI in organizations and the necessity of creating spaces for innovation.

Follow Dave on Linkedin: https://www.linkedin.com/in/dave-snowden-2a93b/

Takeaways

• Complexity science is essential for understanding human systems.
• Cultural dynamics significantly influence decision-making in organizations.
• Mapping organizational culture through stories provides valuable insights.
• Stimulating change requires altering interactions rather than behaviors.
• AI should complement human judgment, not replace it.
• Micro scenarios can reveal weak signals in complex systems.
• Creating informal networks fosters innovation and collaboration.
• Understanding context is crucial for effective organizational change.
• Organizations must adapt to the complexity of their environments.
• Real-time pattern detection is vital for navigating change.

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LinkedIn: ⁠https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/⁠

Email: ⁠https://happysignals.com/itxm-insights

In this episode, we explore the anticipated trends for 2025, focusing on budget predictions, the role of AI in IT support, and the importance of human experience in a rapidly changing technological landscape. The conversation highlights the contradictions in budget expectations, the challenges of AI adoption, and the productivity paradox that arises from new technologies. Practical takeaways for IT leaders are also discussed, emphasizing the need for a human-centric approach in technology implementation.

Takeaways

Chapters

00:00 Introduction to 2025 Trends

01:57 Budget Trends and Contradictions

05:12 The Role of AI in Budgeting

11:56 AI Adoption and Its Implications

18:40 The Value of Human Experience

27:05 The Productivity Paradox

32:47 Practical Takeaways for 2025

37:34 Introduction to the Conversation

37:35 Exploring Key Themes in the Discussion

To connect with Roy Atkinson: https://www.linkedin.com/in/royatkinson/

To learn more about HappySignals, go to happysignals.com

In this episode of the IT Experience Podcast, Pasi , Sami, and Sakari discuss the latest trends in IT experience management, insights from recent industry events, and the importance of aligning priorities for improvement. They explore how AI is transforming the service desk, the significance of experience management in various business functions, and the challenges of implementing these changes. The conversation also touches on the watermelon effect in IT and looks ahead to upcoming trends for 2025.

Takeaways

- AI is significantly changing the landscape of IT and service desks.

- Experience management is becoming a critical focus for organizations.

- Clear communication and understanding of experience management are essential for success.

- The watermelon effect illustrates the disparity between perceived and actual performance in IT.

- Organizations must prioritize removing barriers to improve user experience.

- Experience management can be applied beyond IT to HR and finance.

- Simplicity in metrics can help organizations focus on what truly matters.

- Networking and discussions at industry events are crucial for understanding market readiness.

- The maturity of discussions around experience management is increasing among customers.

- Looking ahead, organizations should prepare for significant changes in IT experience management.

How PepsiCo is Transforming IT and Enterprise Services with Experience Management

Presented by Prashant Arora, PepsiCo, Inc.

Prashant discusses the transformative strategies PepsiCo has implemented to streamline its services and enhance the end-user experience. Their journey has been one of innovation, leveraging the brightest talent, digital platforms, and streamlined processes while shifting their focus from outputs to outcomes.

In this episode of ITXM Insights, Pasi Nikkanen and his team celebrate the 10th anniversary of HappySignals, reflecting on their journey and the evolution of experience management. They discuss the importance of shifting from IT support to a people-centric approach, highlighting recent blog posts that emphasize this theme. The conversation also covers upcoming events where the team will engage with the community and share insights from the XLA Institute UK event, focusing on the need for a shared language in experience management.

In this episode of the Happy Signals IT Experience podcast, Stephen Mann discusses the evolving landscape of IT Service Management (ITSM) with a focus on the impact of generative AI.

He highlights the significant shift towards AI technologies in 2024, emphasizing the need for cautious adoption and a user-centered approach.

Mann stresses the importance of understanding the outcomes of AI implementations rather than just the technology itself, urging IT professionals to focus on solving real problems for users. He shares insights on successful AI strategies and common pitfalls to avoid, ultimately advocating for a holistic approach to integrating AI within organizations.

Key takeaways

Stephan Mann on Linkedin:

https://www.linkedin.com/in/stephenamann/

ITSM Tools website

https://itsm.tools/

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To learn more about IT Experience Management (ITXM) Framework™, visit ⁠⁠⁠⁠www.happysignals.com/itxm-framework-it-experience-management⁠⁠⁠⁠

To learn about our Built-in XLA Management features: ⁠⁠⁠⁠https://www.happysignals.com/product/xla-management⁠⁠⁠⁠

Read our Practical Guide to XLAs: ⁠⁠⁠⁠https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas⁠

In this conversation, David Barrow discusses his experience in IT service management, drawing parallels between the principles of service management and the themes in the popular TV show 'Ted Lasso.'

The conversation delves into the importance of learning from failure, building communities of practice, and the human aspect of leadership and team dynamics. The same findings are present in David Barrow's book "An education in Service Management", which is also discussed.

Takeaways

David Barrow on Linkedin

https://www.linkedin.com/in/solsevenstudio/

His book "An education in service management"

https://www.oreilly.com/library/view/an-education-in/9781787784697/

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To learn more about IT Experience Management (ITXM) Framework™, visit ⁠⁠⁠⁠www.happysignals.com/itxm-framework-it-experience-management⁠⁠⁠⁠

To learn about our Built-in XLA Management features: ⁠⁠⁠⁠https://www.happysignals.com/product/xla-management⁠⁠⁠⁠

Read our Practical Guide to XLAs: ⁠⁠⁠⁠https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas⁠

If your decisions or work impact the way IT support tickets are managed in your workplace, then this episode is for you.

In this episode, David Stewart goes into depths of what his experience in IT has taught him about weaknesses in the current way of dealing with support tickets.

He addresses the constraints of ticket queue silos, the challenges of prioritization, and the need for an improved approach to support ticket management.

David introduces the concept of activity prioritization, which emphasizes the activity and progress of tickets rather than merely the number of tickets closed.

He also explains the significance of meaningful statuses and progression thresholds in guiding ticket management. The conversation underscores the benefits of this approach for both support teams and end users.

Takeaways

To get in touch with David Stewart:

Linkedin: https://www.linkedin.com/in/davestew/

David's company Opimise: https://www.opimise.com/

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To learn more about IT Experience Management (ITXM) Framework™, visit ⁠⁠⁠⁠⁠www.happysignals.com/itxm-framework-it-experience-management⁠⁠⁠⁠⁠

To learn about our Built-in XLA Management features: ⁠⁠⁠⁠⁠https://www.happysignals.com/product/xla-management⁠⁠⁠⁠⁠

Read our Practical Guide to XLAs: ⁠⁠⁠⁠⁠https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas⁠