The IT Experience Podcast

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.

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.

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

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