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.

Experience Management requires a change in working culture in order to truly focus on the new found existence for service delivery teams; end-user experience. With Experience Management, IT teams needs to change their way of thinking to creating services and delivering experience from the end-users perspective.

Following on from Episode 19 of Happy in 15, HappySignals CGO, Pasi Nikkanen, discusses with Nina Remes, Service Manager for Cargotec about their journey to adopting an Experience Management Culture.

In order to adopt this culture, it is of high importance to continually implement the Experience Management Framework. If you have missed the previous episode, we highly recommend you to go back and listen to it first.

You probably have often heard us refer to the concept of “Experience Management”. But this concept can be quite vague for newcomers as well as to seasoned IT veterans who may have been working on delivering great experiences for a while.

Lucky for you, Experience Management has its own framework, stretching across 4 vital sections; Measure, Share, Identify, Improve.

And I bet you are now thinking, that's all we are going to get, four more vague concepts.

Wrong.

In fact, we have gone a step further in this episode of Happy in 15 (sorry it’s actually 20 minutes this time), and brought to you a real world example from one of our customers - Cargotec.

In this episode, Nina Remes, Service Manager for Cargotec, joins our CGO, Pasi Nikkanen, to discuss the journey they have been on with experience data and experience management.

In this fully packed episode, Pasi and Sami start the conversation on how IT management teams should be using Experience Data. There are three key topics your management team should focus experience data on:

Drawing from interviews with various globally recognised companies, such as Refinitiv and Ahlstrom-Munksjö, Pasi and Sami also discuss Human Centric IT, Why humans are the best sensors and the IT Experience Management Framework.

In future episodes, Pasi and Sami will dig deeper into these topic areas.

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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

Creating cooperation with your Service Providers creates greater alignment to IT goals and greater motivation to delivering and meeting service needs.

Traditionally, SLAs and the way they are formulated, are set up to control Service Providers and to imply sanctions when the target has not been met. 

Not only this, but SLAs create a watermelon effect within your organisation, with Service Providers rushing through tickets in order to meet the set SLAs, instead of delivering a high-quality service. This can be highly demotivating for Service Providers, as well as frustrating for your end-users.

In this episode, Pasi and Sami tell you how you can move from controlling your Service Providers to sound cooperation with them.

Align your IT team and Partners behind the same goal, with a little help from Experience Management. Start your Human Centric IT journey today, and boost your end-users productivity.

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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

Human-Centric IT is a topic we frequently talk about in ITSM and IT Service Delivery. Human-Centric IT puts your end-users at the centre of Experience Management and all IT touchpoints. However, wouldn't it be great if there was an example of a companies journey to creating this kind of culture?

Oh wait, there is!

BioMérieux is a French multinational biotechnology company, which has existed for over 50 years. Their end-user base ranges from young tech-savvy new starters to employees who have been with the company since the beginning. BioMérieux wanted to improve how they deliver IT Services to their diverse end-user base and to implement Human-Centric IT.

Pasi speaks with Dominique Raphanel, Global IS, Support & User Experience Manager for bioMérieux on their journey.

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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.

------------------------------------------------

Keep in contact

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

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

Twitter: @HappySignalsLtd

Are you wondering where Employee Experience sits in the business, whether IT or HR owns it? Or maybe how starting from a "human perception" increases productivity?

In this episode, Pasi takes the different opinions and definitions of renowned ITSM thought leaders to expand the definition of what is Employee Experience for IT. From these definitions, Pasi goes further into where employee experience sits in business operations and HappySignals role in helping to deliver get experience outcomes for your end-users.

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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.

------------------------------------------------

Keep in contact

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

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

Twitter: @HappySignalsLtd

Ticket bouncing, commonly known as ticket reassignment, is where an IT incident or request ticket is passed from one team to another, before its resolution. 

This has a dramatic effect on lost work time for the end-user, as well as happiness, productivity, resulting in greater costs and reduced business value. In fact, it has such an effect that we believe this could be one of the most important ITIL metrics to improve.

In this episode, Pasi divulges how HappySignals measures the impact of reassignment counts on happiness, productivity and cost, as well as customer testimonials from Refinitiv on how they approach this major conundrum many businesses face. 

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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.

------------------------------------------------

Keep in contact

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

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

Twitter: @HappySignalsLtd

Typically, Service Desk agents are heavily demotivated due to receiving an influx of negative feedback, typically due to the SLA metrics that they are contractually bound to.

However, when taking Experience Management into use, we have discovered that 82% of feedback the Service Desk receives is Positive.

There are many challenges that Experience Management overcome, such as:

In this episode of Happy in 15, Pasi and Sami discuss why Experience Management is for the whole company, including your Service Desk and how taking this way of working into practice will motivate your Service Desk.

We also hear from Marte Thorbjønsen, the Director of IT Core Operations for Wilhelmsen group, on how they moved from inhouse Service Desk to an Outsourced Service Desk, and how they introduced both penalties and rewards into their agreements in order to get the most out of their new Service Partners.

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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.

------------------------------------------------

Keep in contact

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

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

Twitter: @HappySignalsLtd

Do you have many people working in remote places where the IT walk-in experience is unavailable? Do some of you end-users feel like they are missing out on certain IT services that others are receiving? 

Sophos had this exact challenge. Specific end-users in remote locations, in countries where IT HQ was unavailable, were desperate to receive the walk-in experience for IT Incidents and Requests. After discovering this was a problem, Sophos worked on how to replicate this experience to all of their end-users - creating a Virtual Tech bar. 

Find out in this episode the challenges their end-users faced, the solution they implemented and how Sophos increased and maintained end-user Happiness.

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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.

------------------------------------------------

Keep in contact

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

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

Twitter: @HappySignalsLtd