The IT Experience Podcast

By HappySignals

Podcast for those who want to take IT Experience Management (ITXM) in use and improve Employee Experience of IT Services in large enterprises. We talk about Human-Centric IT, how does it change the cu... more

· Business

5

11 ratings

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FAQs about The IT Experience Podcast:

How many episodes does The IT Experience Podcast have?

The podcast currently has 124 episodes available.

The IT Experience Podcast episodes:

December 15, 202293. 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/
...more
19min
December 08, 202292. 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/
...more
16min
December 01, 202291. 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/

---
HappySignals YouTube Channel: ⁠⁠https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA⁠⁠
Take the ITXM Foundation Course here - ⁠⁠https://www.happysignals.com/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/⁠⁠
...more
10min
November 24, 202290. 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/

---
HappySignals YouTube Channel: ⁠⁠⁠https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA⁠⁠⁠
Take the ITXM Foundation Course here - ⁠⁠⁠https://www.happysignals.com/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/⁠⁠
...more
17min
November 17, 202289. 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://www.happysignals.com/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/⁠⁠
...more
21min
November 10, 2022 88. 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://www.happysignals.com/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/⁠⁠
...more
16min
November 03, 202287. 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://www.happysignals.com/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/⁠⁠
...more
33min
October 27, 2022 86. 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://www.happysignals.com/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/⁠⁠
...more
16min
October 20, 202285. 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/

---
HappySignals YouTube Channel: ⁠⁠⁠https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA⁠⁠⁠
Take the ITXM Foundation Course here - ⁠⁠⁠https://www.happysignals.com/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/⁠⁠
...more
28min
October 13, 2022 84. 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://www.happysignals.com/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/⁠⁠
...more
13min

FAQs about The IT Experience Podcast:

How many episodes does The IT Experience Podcast have?

The podcast currently has 124 episodes available.

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