The IT Experience Podcast

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.

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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.

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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.

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Keep in contact

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

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

Twitter: @HappySignalsLtd

So you've invested in your (new) ServiceNow platform, how do you now show the value and the ROI from the NOW platform?

In order to prove the value of enabling ServiceNow, you need to start managing this asset and start creating and delivering great experiences to your end-users.

But how do you start creating great experiences for your end-users, that are worth celebrating?

In this episode of Happy in 15, Sami and Pasi discuss how you can begin to leverage the ServiceNow platform and begin delivering great experiences to your end-users. As well as this, the guys hear from Ex SVP of Customer Success, Jimmy Fitzgerald and his experience dealing with CIOs and executives needs when it comes to leveraging their ServiceNow platform.

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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 feelings and experiences of IT services will always be the most reliable indicator for experience. Human-centric IT puts your end-users are at the centre of every single service that is delivered, and essentially, is your target market for deliverables.  

In this episode of Happy in 15, Sami and Pasi dig deeper into Human-Centric IT and what it means to have Humans as sensors when looking for feedback and improvements, across all IT Touchpoints.

It is never too late to start your Experience Management journey, but it is better to start sooner than later. Your end-users are already having these experiences daily. The sooner you take this approach, the quicker you can start increasing their efficiency and productivity.

Want to know more about Experience Management? Read our Practical Guide to XLAs

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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

Are your end-users regularly complaining about IT Services? Do they feel that their voice isn't heard or listened to? Do you ever hear "Thanks to IT I was able to..."?

If this sounds familiar, then it is because you are taking the wrong approach to ITSM.

Human-Centric IT is about putting your end-users at the heart of your IT Touchpoints and listening to how they are experiencing IT services. From your end-user feedback, then improving your ITSM to benefit the user, making them happier and productive.

In your weekly Happy in 15, Sami and Pasi discuss Human Centric IT and what it means to implement it in an organisation. In this episode the guys:

Watch the full Campari interview here

Watch the full Reckitt interview here

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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

Having one overall metric to measure everything within your IT services isn't sufficient in providing in-depth information on your end-users happiness and IT Service satisfaction. This is essentially the equivalent of going into a store and when leaving being prompted with the 4 smiley faces, asking you how was your experience in-store - it means nothing. You could have had an easy time finding your product, however, the customer service was shocking. How can you then accurately rate your experience with one metric?

Apply this same example to IT Services - You have many people, managing many different service departments (i.e. from Office environment to mobile devices to remote workers). How can you efficiently measure all these diverse services with one metric?

By creating Experience as the shared goal for your IT department, you then create Employee Experience as the outcome of your IT Services. 

In this episode of Happy in 15, Pasi and Sami begin the discussion on why Experience needs to be the shared goal for IT. Find out how Ahlstrom Munksjö uses Experience Data to increase happiness with support services, as well as different models and examples that can be beneficial for the whole IT team - from everyone from the CIO down to Service Desk Agents.

Find the whole Ahlstrom Munksjö interview here.

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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

A question we hear a lot at HappySignals is "What would be a good score for our company?"

In this special edition of Happy in 15, HappySignals CEO, Sami Kallio, draws information from our recent Global IT Experience Benchmark report for H/1. This report contains anonymous data from all of our customers across different cultures, countries and industries. Sami discusses about how different industries and countries can have vastly different scores, hence making it quite difficult to create and "ideal score" or generic score to work towards.

Instead, Sami offers you advice on how to work out what would be a score that is smart and attainable for your specific company, as there is not one size that fits all.

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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

Unhappy end-users, losing productivity daily, a constant stack up of support tickets for IT incidents and requests? If this sounds familiar then something is wrong.  

Delivery great services need to start from the end-users themselves, and the areas they are shouting about which needs improvement. If you aren't listening to your end-users, then you face the dreaded watermelon effect and the continued bad reputation that IT departments so famously hold. 

Focus on People and understand what they want, then tailor the processes and tech around what your end-users want.  In this episode of Happy in 15, Pasi and Sami dig into why Service Delivery has been going wrong, from the theoretical formulation of delivery and improving services, to the new structure that will reform your IT Departments view on how Services need to be successfully delivered.

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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