The IT Experience Podcast

CDW chief technologist Jaro Tomik joins host Sakari Kyrö to unpack two seismic shifts rocking enterprise IT: the rise of AI-washing and the pivot to experience-led service management. Hear how Jaro’s “escape-room for IT” workshops flip roles, surface hidden bottlenecks and turn data visibility into a zero-ticket, proactive support vision—all while keeping people and productivity front-and-centre.

Key Take-aways

1. Beware AI-washing. Almost every vendor now claims “AI,” so leaders must cut through marketing noise to find real value.
2. Employee experience is the new compass. Human-centred design and continuous experience data now guide project prioritisation.
3. Scenario workshops build cross-functional empathy. Role-swapping lets teams feel each other’s pain, revealing blind spots safely.
4. Service-desk reality is tough. Experiencing the frontline first-hand fosters respect and partnership between business and IT.
5. Visibility requires three data lenses—technology, operational, experience. Only by merging all three can CIOs see true bottlenecks.
6. A living roadmap tames VUCA change. A clear three-year vision anchors busy teams and retains talent.
7. Automation + AI enable proactive, “zero-ticket” support. When IT knows device health and feelings up-front, users stay productive.
8. External facilitation accelerates buy-in. An outside voice often unlocks trust and momentum that internal teams struggle to spark.

Resources & Links mentioned

• Jaro Tomik on LinkedIn – connect for daily enterprise-service-management insights https://www.linkedin.com/in/jarotomik
• CDW Enterprise Service Management – learn how CDW guides large enterprises through experience-led transformation https://www.cdw.com/
• Scenario-Based IT Workshops (Sunburst Simulations) – explore the escape-room-style workshop framework Jaro runs https://sunburst-simulations.com/

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Communications strategist Hasse Eranka joins HappySignals’ Sakari Kyrö to reveal why IT teams often lose business audiences—and how a few audience-first storytelling habits can fix it fast. From cutting information overload to turning feedback loops into word-of-mouth advocacy, Hasse shares practical tools any CIO, service-desk lead or ITSM owner can use to showcase purpose, improve employee experience and prove value beyond uptime.

Key Take-aways

1. Start with the audience, not the stack. Shift from “what we did” to “why it helps you” to keep business partners engaged.
2. Less is more—ditch information overload. Strip non-essential details; clarity beats completeness when explaining technical work.
3. Story structure makes facts stick. Frame updates with a beginning-middle-end narrative and relatable examples.
4. Humanise IT through faces and formats. Replace long emails with short videos, plain language and visible experts.
5. Close the loop to build trust. Follow up after sending messages, gather feedback and show actions taken.
6. Consistency plus personality drive word-of-mouth. Regular, authentic communication sparks employees to champion IT across the organisation.
7. Communication is a skill—practice it systematically. Treat storytelling like any process: test, refine and repeat for measurable experience gains.

Resources & Links mentioned

• Hasse Eranka on LinkedIn – connect and follow his communication insights ⁠https://www.linkedin.com/in/hasse-eranka-34836423/⁠

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LinkedIn’s rising IT-service-management voice Paul Brandvold joins HappySignals host Sakari Kyrö to unpack why plain-language storytelling, real-world leadership, and a healthy dose of common sense are reshaping how internal IT support shows value. From the hidden pressures driving talent away to the grassroots expertise you’ll need when rolling out AI, Paul shares practical lessons every CIO, IT director, and service-desk lead can act on today.

Key Take-aways

• Storytelling cuts through ITSM jargon. Simple analogies turn “boring” concepts into messages people remember.
• Common sense beats framework dogma. Follow ITIL where it helps, but bend the rules when reality demands it. 
• Heroes are curious, service-minded “yes people.” They learn fast, step outside comfort zones, and keep teams resilient. 
• Listen to the grassroots on AI. Front-line agents understand user pain far better than top-down strategy decks. 
• Business stakeholders must see ITSM as a partner. Empathy and appreciation turn “thankless” support into joint value creation. 
• Relentless upskilling is non-negotiable. Automation will claim repetitive tasks, but opens new roles for people who adapt.

Resources & Links mentioned

• Paul Brandvold on LinkedIn – follow his daily ITSM insights ⁠https://www.linkedin.com/in/paulbrandvold⁠
• ITIL® Home – official site for the IT service-management framework Paul references ⁠https://www.axelos.com/best-practice-solutions/itil⁠

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Launched in May at London’s iconic The Gherkin tower, HappySignals’ Pasi Nikkanen sits down with benchmark lead Sakari Kyrö to unpack the brand-new 2025 Global IT Experience Benchmark Report. Together, they explore why employee-focused support still tops the happiness charts, how finance services can be both the happiest and the slowest, and why remote-work scores slipped as enterprises tighten return-to-office mandates. You’ll hear actionable insights every CIO, IT director and service-desk leader can use to turn experience data into measurable productivity gains.

Key Take-aways

1. This year's report included data from enterprise services beyond IT.
2. Happiness levels in IT, finance, and HR services are closely related.
3. Remote work happiness has decreased due to back-to-office mandates.
4. Ticket-based support and collaboration with IT are key happiness factors.
5. Open text feedback revealed a desire for improved IT support.
6. Industry-specific insights show varying happiness levels and lost time.
7. 80% of lost time comes from only 13% of tickets.
8. Understanding business costs versus IT costs is crucial for IT organizations.
9. A systematic approach to experience management yields significant results.

Resources & Links mentioned in this episode:

2025 Global IT Experience Benchmark Report – download the full report

https://www.happysignals.com/report

ITXM Summit on-demand sessions – watch Sakari Kyrö’s keynote and every other presentation from the London event

https://www.happysignals.com/itxm-summit

ServiceNow Knowledge Conference – the annual Las Vegas gathering referenced in the episode

https://knowledge.servicenow.com/

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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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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.