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The IT Experience Podcast
By HappySignalsBusiness
The IT Experience Podcast episodes
- 97. The state of ITXM/ITSM in the USA, with Matt Beran
Matt Beran, Host of Ticket Volume podcast and InvGate Product Specialist joins us to speak about the state of IT Service Management in the US, what the Americans do well and where they struggle. In this conversation, we come across interesting differences and similarities between regional ways of doing ITSM and generally applicable principles that help IT teams provide better services and experiences to the end-users.
Key Takeaways
- The most difficult part of ITSM is dealing with people
- Getting the basics right matters… a lot!
- Unless IT is willing to really listen to the end-users, it is unlikely that improvements will have real world impact on end-users experience of IT.
- Involving end-users in the creation of support articles leads to articles that real end-users understand and can use.
- Ticket Volume podcast: https://invgate.com/ticket-volume/
- Matt Beran on Linkedin: https://www.linkedin.com/in/mattberan/
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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/
21 min - 96. What's wrong with Remote Work? Nothing! with Karen Ferris
Why are some organisations insisting employees return to the office, asks Karen Ferris. Remote work was probably the reason organisations were able to be resilient during the pandemic. Despite the evident success of remote work, there is a push by organisations to bring people back to the office. According to Karen Ferris, this might not be a good idea. According to a study by Flexjobs, 97% of respondents said that they want some level of remote work going forward. 57% said they would leave their job if they were not given options to work remotely. Find out what Karen thinks about the excuses companies are using, and what are the 5 reasons that actually make sense for employees to go back to the office.
Key Takeaways
- Remote work works, this was proven by how people worked during the pandemic.
- There are many bad reasons to call people back.
- These are Karen’s 5Ps, reasons for going back to the office. (don’t forget to ask your employees for their input, if they feel these reasons are filled)
- Preference
- Purpose
- Participation
- Productivity
- Party
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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/
18 min - 95. How Customers and MSPs Benefit from IT Experience Management? With Katie Bates
In This Episode Pasi is talking with Katie Bates, VP of Global Partnerships at HappySignals on How Customers and MSPs Benefit from IT Experience Management?
Learn about the topic, the whitepaper available at Happysignals.com, and the upcoming webinar with ISG on 3st January 2023.
MSP Whitepaper:
https://www.happysignals.com/how-customers-and-msps-benefit-from-experience-management?utm_medium=podcastDo join the free webinar mentioned in the episode on 31st January, or watch it afterward as an on-demand one:
https://www.brighttalk.com/webcast/18780/571302?utm_medium=podcast--
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HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA
Take the ITXM Foundation Course here - https://itxm.academy/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/
9 min - 94. CIO Agenda in 2023 - Predictions by Roy Atkinson
In this episode, I'm joined by Roy Atkinson from Clifton Butterfield LLC to discuss his predictions for the CIO agenda in 2023. Listen to this episode to learn in 15 minutes the most important things for the world of IT in the year ahead. Plus, take a sneaky look back at Roy's 2022 predictions to determine whether he was right (or wrong) when we did this same episode a year ago. This episode was recorded in November at the HDI Service Management World event in Orlando, sorry for the audio quality as we did the recording outside and there are some background noises audible.
Key Takeaways
- Discover which areas of business and IT are of critical focus to CIOs (and other senior managers within service management) in the year ahead
Links:
Roy Atkinson on LinkedIn https://www.linkedin.com/in/royatkinson/ and Twitter https://twitter.com/RoyAtkinson
Learn more about Clifton Butterfield LLC here: https://cliftonbutterfield.com/
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HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA
Take the ITXM Foundation Course here - https://itxm.academy/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/
13 min - 93. 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
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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/
19 min - 92. 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/
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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/
16 min - 91. 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/
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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/
10 min - 90. 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/
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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/
17 min - 89. 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
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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/
21 min - 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
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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/
16 min
About The IT Experience Podcast
From the publisher's feed
Podcast for IT professionals who want to make experience count.
HappySignals is the Experience Intelligence platform that measures the human experience of IT and turns continuous employee feedback into the intelligence that helps you make better decisions and drive real business impact.
Read more at https://happysignals.com