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.

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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/

"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.

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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/

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

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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/

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/

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/

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

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

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:

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

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: