Welcome to this new season of The IT Experience Podcast. This season we’ll introduce Sakari from HappySignals as another host, Sakari is curious about behaviours and data, and data about behaviours. Welcome Sakari, so happy to have in the podcasts as well, some might already know you from the The Global IT Experience Benchmark webinars, as you are the owner of that report.

"I have always been fascinated by why people do the things they do. What metrics drive the right kind behaviours and so forth. This is at the core of IT Service Management as well, where interactions between IT and end-users needs to be measured in some ways, and where metrics and KPIs are in place to encourage and enforce specific actions at work in the IT organisations." - Sakari Kyrö

Hope you enjoy this season and we’ll give the first episode very soon, so make sure you are subscribed and have the podcast app ready to go!

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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/⁠⁠

Are you making IT decisions based on who is shouting the loudest? Or maybe you're gut feeling? Are your business stakeholders not buying into how IT can positively impact business value? 

Look no further my friend, here is how ITXM™ can drive better decision making, both in the short and long term.

In this episode of Happy in 15:

- How you can measure ITs success

- The different types of organisational data

- How Experience Data is used in different levels of the IT organisation

- Using ITXM™ for better decision making 

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/leading-experience-management-platform-for-it-happysignals

Ding Ding, all aboard! Being the driver for IT Experience Management in your organisation can be a challenge, especially when no one in your team is buying a ticket. Next destination, ITXM™.

Following on from our previous episode of Happy in 15 and the rise in demand and trends for IT Experience Management, we bring to you ways on how you can drive the adoption of ITXM for your business. And rest assured, we don't expect you to actually drive a bus...

In this episode:

- Building the business case of ITXM™ in your organisation

- Showing the importance of ITXM™ to your colleagues and business stakeholders

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/leading-experience-management-platform-for-it-happysignals

The use of ITXM™ is increasingly growing, with Gartner predicting a rapid growth in IT Experience Management over the next 4 years. In this special episode of Happy in 15, looking towards the future, find out the 4 trends driving the mass adoption of ITXM™ and what you can do to incorporate this framework.

In this episode:

- The measurement and use of IT end-user experience as a means to drive IT performance

- The four trends driving this mass adoption

- How you can kick off your ITXM™ journey

Share the 4 trends driving ITXM e-book with your colleagues - https://www.happysignals.com/trends-driving-it-experience-management.

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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/leading-experience-management-platform-for-it-happysignals

Following on from our previous episode, we bring you another practical episode on how ITXM™ is a vital tool for your IT’s continual improvement success.

ITXM™ is the framework that brings the practice of experience management into IT operations.

In this episode of Happy in 15 we focus on:

- What are you setting out to improve?

- The outcomes of IT initiatives and why they hold high importance, especially from an end-user and team perspective

- How to measure and celebrate success from an ITXM™ perspective

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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/leading-experience-management-platform-for-it-happysignals

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Key Takeaways: 

- Why use ITXM for Continual Improvement success?

- Focus on the outcomes of IT initiatives 

- Measuring CI success in ITXM™

ITXM™ is the framework that brings the practice of experience management into IT operations.

In this first episode of Happy in 15, Season 2, we kick off after the winter season with a practical episode on how you can Identify Continual Improvement areas to focus on through using ITXM™

In this episode you will get a firm understanding of why: 

- Humans are the best sensors when it comes to delivering feedback about IT services

- The important order of People, Process and Tech

- Why conducting continuous measurement to receive continuous experience data trumps yearly surveys.

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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/leading-experience-management-platform-for-it-happysignals

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Key Takeaways:

- For Continual Improvement, Experience Data is the only meaningful starting point.

- If you want to create services from the business perspective you need to be using Experience Data.

- Experience Data gives focus to continuous improvement initiatives.

ITXM™ or IT Experience Management brings experience management, a practice that has been used in external customer support and management for well over a decade, into IT operations.

ITXM™ enables IT teams to focus on outcomes of the deliverables they produce, as well as providing data-driven insights, fueling Continual Improvement initiatives, in order to achieve said outcomes.

Most importantly, ITXM™ is a framework that is needed and used by the whole IT organization, and not just the IT Service desk.

Now, we bring to you the recently released ITXM™ foundation course, bringing to life the practicalities of Experience Management for IT. Through online training videos and an online exam, you can get certified in ITXM™ and bring this framework into your organisation.

But the fun doesn’t stop there - Join our online community to share thoughts, ways of working and learning experiences with other like-minded professionals, thought leaders and pioneers of ITXM™.

Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/

Learn more about HappySignals - https://www.happysignals.com/leading-experience-management-platform-for-it-happysignals

Key Takeaways:

- ITXM™ - bringing experience management into IT

- Opportunity to learn more about ITXM™ and become a certified professional with online training and exam

- ITXM™ community - learn and share experiences with others

We all wish that the war in Ukraine would end soon. While our ability to help is limited, we wanted to do two things.

Good technology enables people to do things that would otherwise be difficult or cumbersome. This is why we want to celebrate a number of Ukrainian startups that enable people in numerous different ways.

We also want to give kudos to Mike Sapiton, the deputy editor-in-chief at Forbes Ukraine who showcases the distinguished evolution of Ukrainian rooted companies and products, in his Twitter update. https://twitter.com/sapitonmix

The Ukrainian tech industry was growing with double digits before the war and In the midst of this dark period, we want to celebrate the brilliant minds from Ukraine. Consider donating through one of these official channels and contribute to helping the victims of the war in Ukraine.

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Donate for Unicef at https://www.unicef.org/

In this episode Pasi is joined by Roy Atkinson to reflect what was top of mind with IT leaders in 2021 and what trends Roy sees 2022 will accelerate. It's about People, Values, Experience Management and XLAs to put it short, but do listen what Roy has learned during 2021.

To learn how to get started with IT Experience Management Framework, visit the Framework guide https://www.happysignals.com/itxm-framework-it-experience-management.

Or to follow Roy in LinkedIn, you can find him at https://www.linkedin.com/in/royatkinson/.

Have a great holidays and see you again in 2022!

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About HappySignals

HappySignals is an Employee Experience Management platform for IT that makes 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.

Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average.

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Keep in contact

Facebook: https://www.facebook.com/HappySignalsLtd

LinkedIn: https://www.linkedin.com/company/happysignals/

Twitter: @HappySignalsLtd

If your IT Service Desk can reduce the amount of lost time each end-users experiences when IT incidents and requests occur, you can drive the reputation for your companies IT department.

How?

Reducing the amount of time it takes to solve an IT incident or request will give valuable hours back to the business.

One of our customers, Reckitt, managed to save $250,000 in one year from reducing the amount of lost time per ticket, as well as greater efficiency in IT Services.

In this episode, HappySignals CGO, Pasi Nikkanen, is joined by our Enterprise Sales Manager, Dom West, discussing how business can actually quantify Experience Management.

Start your Experience Management journey today, move your IT department from cost burden to value unit.

More smiles, less time wasted.