Sign up to save your podcasts
Or
Share The IT Experience Podcast
Share to email
Share to Facebook
Share to X
Share to email
Share to Facebook
Share to X
Or
The IT Experience Podcast
By HappySignalsBusiness
The IT Experience Podcast episodes
- 87. 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/
33 min - 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/
16 min - 85. 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/
28 min - 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/
13 min - 83. Welcome to New Season of IT Experience Podcast with Sakari
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!
---
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/
4 min - 82. How does IT Experience Management drive better decision making?
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
16 min - 81. How to get the whole IT department into the ITXM™ bus
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
15 min - 80. Discover the four trends driving ITXM™ in 2022
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.
----
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
12 min - 79. Using ITXM™ for Continual Improvement Success
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
------------------------------------------------------
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
------------------------------------------------------
Key Takeaways:
- Why use ITXM for Continual Improvement success?
- Focus on the outcomes of IT initiatives
- Measuring CI success in ITXM™
16 min - 78. How to use ITXM™ to Identify improvement areas in IT
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.
----------------------------------------------------------
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
----------------------------------------------------------
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.
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