Best HappySignals Podcasts (2024)

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111. Claire Agutter - How hard can SIAM be? 47:51

8d ago47:51

47:51

Claire Agutter, founder of Scopism, discusses the evolution of service management and the role of Service Integration and Management (SIAM). SIAM emerged from the outsourcing practices in the UK public sector and has become increasingly important as organizations work with multiple service providers. The focus of SIAM has shifted from managing larg…

1
110. Darren Rose - Keys to success with ESM. (Enterprise Service Management) 41:06

15d ago41:06

41:06

In this episode, Darren Rose, a service management consultant, discusses enterprise service management (ESM) and its practical implementation. He emphasizes the importance of collaboration and cultural readiness within organizations to successfully implement ESM. Darren also highlights the significance of measuring and reporting to understand the c…

1
109. The IT Leaders Guide to Employee Productivity - More smiles, less time wasted 24:55

23d ago24:55

24:55

This month's episode of ITXM Insights is about “More smiles, less time wasted”, so taking about productivity. Sami, Sakari and Pasi discuss updates, upcoming events, book recommendations, and the danger of relying solely on DEX tools. Main topic of this episode is the new Guide They also explore the business case for IT Experience Management and pr…

1
108. Monthly Insights: "Forrester: The Future Of IT Experience Monitoring is Human-Centric" - Feb 2024 16:56

2M ago16:56

16:56

The Monthly ITXM Insights February 2024Subscribe to our newsletter to keep up to date on the latest news around IT Experience Management, XLAs and Human-Centric IT at happysignals.com/itxm-insightsIn this episode, Sami, Sakari and Pasi introduce a new monthly format for the podcast where they discuss current issues in IT experience management. They…

1
107. XLA 1.0 Contract Example #xla 13:46

3M ago13:46

13:46

Register for the ITXM Summit 2024 on January 31st:https://www.happysignals.com/itxm-summitIn This Episode we talk on XLA 1.0 Contract example and recommendations, it's your first step to XLAs with your outsourcing partners. This episode is related to the XLA whitepaper published by HappySignals and Bright Horse. Summary In this episode of the IT Ex…

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106. #XLA - Penalties vs Rewards in XLA Contracts 10:42

4M ago10:42

10:42

Register for the ITXM Summit 2024 on January 31st:https://www.happysignals.com/itxm-summitIn This Episode we talk on how to tackle Penalties vs. Rewards when it comes to XLA Outsourcing Contracts. This episode is related to the XLA whitepaper published by HappySignals and Bright Horse.Find the whole whitepaper here:https://www.happysignals.com/how-…

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105. Four Options on How to Bring #XLAs into Contracts 15:15

4M ago15:15

15:15

Register for the ITXM Summit 2024 on January 31st:https://www.happysignals.com/itxm-summitIn this episode, Pasi and Sami discuss bringing XLAs into Outsourcing Contracts. This episode is related to the XLA whitepaper published by HappySignals and Bright Horse.Find the whole whitepaper here:https://www.happysignals.com/how-to-incorporate-xlas-into-o…

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104. IT Economics with Mark Smalley 19:28

5M ago19:28

19:28

Mark Smalley recently wrote an article on LinkedIn about IT Economics that got a lot of attention. Possibly quite surprisingly considering the topic, but as he states that "any self-respecting person in IT should have a certain feeling about the ballpark figure of how significant IT costs in the bigger picture are." But even more important than cos…

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103. AI implications and considerations for ITSM, with Simone Jo Moore 40:05

5M ago40:05

40:05

In this episode, we're joined by Simone Jo Moore, an expert in enterprise IT Service management. Simone delves into the considerations surrounding AI in IT Service Management, emphasizing the importance of ethics and maintaining a human-centric approach. Tune in as she sheds light on the delicate balance of AI as a tool, not a crutch, in the ever-e…

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102. How to Incorporate XLAs into Outsourcing Agreements - SDI Webinar Recording 1:23:46

7M ago1:23:46

1:23:46

While experience level agreements (XLAs) continue to be a hot topic, IT service leaders need more practical guidance on how to include them in their outsourcing agreements. Join Sami Kallio from HappySignals and Neil Keating from Bright Horse as they share expert advice and best practices on integrating Experience Level Agreements (XLAs) into contr…

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101. "IT, stop jumping into solution mode!" with Katrina Macdermid 31:40

8M ago31:40

31:40

Our guest this week is Katrina Macdermid, the author of Humanising IT. We speak about how many ways of working in IT are based on established practices without consideration for the humans as end-users of IT services, or the humans working in IT services. These practices and assumptions lead to erroneous classification of problems and much too fast…

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100. #XLAs #ITXM and Market Development of Experience Management in the past 4 years 21:07

10M ago21:07

21:07

This is the 100th of The IT Experience Podcast and we look into the 4 years of running the podcast, how the market has developed, and talk about the two main themes we have identified: Employee Experience's Development into IT Experience Management Experience Level Agreements (XLAs) We'll also give an excellent summer playlist from the old episodes…

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99. Introducing XLAs with Unisys customers, with Weston Morris 32:04

11M ago32:04

32:04

Weston Morris is the Senior Director for Global Strategy for Digital Workplace Solutions at Unisys, and the podcast host of the Digital Workplace Deep Dive. The conversation dives into the quickly evolving world of Experience Level Agreements (XLA) are changing the way we look at IT services, focusing on actual business impact and employee producti…

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98. What good is (ITXM) data if you don't make decisions based on it? with Dr. Selena Fisk 25:47

11M ago25:47

25:47

Our guest, Dr Selena Fisk, the author of "I'm not a numbers person", helps organizations make better sense of the data that they have access to. She believes that everyone today ought to be a numbers person, being able to understand data in order to make evidence-based decisions at work. In this episode, she shares her insights with us about what h…

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97. The state of ITXM/ITSM in the USA, with Matt Beran 20:47

11M ago20:47

20:47

Matt Beran, Host of Ticket Volume podcast and InvGate Product Specialist joins us to speak about the state of IT Service Management in the US, what the Americans do well and where they struggle. In this conversation, we come across interesting differences and similarities between regional ways of doing ITSM and generally applicable principles that …

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96. What's wrong with Remote Work? Nothing! with Karen Ferris 17:57

12M ago17:57

17:57

Why are some organisations insisting employees return to the office, asks Karen Ferris. Remote work was probably the reason organisations were able to be resilient during the pandemic. Despite the evident success of remote work, there is a push by organisations to bring people back to the office. According to Karen Ferris, this might not be a good …

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95. How Customers and MSPs Benefit from IT Experience Management? With Katie Bates 8:10

1y ago8:10

8:10

In This Episode Pasi is talking with Katie Bates, VP of Global Partnerships at HappySignals on How Customers and MSPs Benefit from IT Experience Management? Learn about the topic, the whitepaper available at Happysignals.com, and the upcoming webinar with ISG on 3st January 2023. MSP Whitepaper: https://www.happysignals.com/how-customers-and-msps-b…

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94. CIO Agenda in 2023 - Predictions by Roy Atkinson 12:43

1+ y ago12:43

12:43

In this episode, I'm joined by Roy Atkinson from Clifton Butterfield LLC to discuss his predictions for the CIO agenda in 2023. Listen to this episode to learn in 15 minutes the most important things for the world of IT in the year ahead. Plus, take a sneaky look back at Roy's 2022 predictions to determine whether he was right (or wrong) when we di…

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93. Happy XMOs! All about Experience Management Offices (XMO) with Neil Keating from BrightHorse 19:00

1+ y ago19:00

19:00

In this episode, I’m joined by Neil Keating from Bright Horse to talk about Experience Management Office (XMO). So if you have or haven’t heard about them, listen to this episode to learn in 15 minutes the most important things about XMOs. Key Takeaways What is an XMO? Why do you need one? Who are in it? What do they do? Links: Neil Keating on Link…

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92. How Data Quality in ServiceNow impacts Experience with Mikko Juola from DCM 15:30

1+ y ago15:30

15:30

How Data Quality in ServiceNow impacts Experience Many times operational data in ServiceNow is missing or is bad quality and it's difficult to use all the tools available to make decisions when you cannot trust the data. If you don't know everything about your end-users it difficult to create amazing service experiences, automate services or allow …

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91. Mark Smalley on why IT needs “Experience Dominant Logic” to improve services 9:43

1+ y ago9:43

9:43

Mark Smalley is a well-known person in the ITSM industry, a contributor to the ITIL4 body of knowledge and by his own definition, his mission is “to help people understand Service. His latest thinking is around “Experience Dominant Logic”. The concept is linked to understanding how value is perceived in a provider/consumer context. He lays the foun…

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90. Doug Rabold on Why #XLAs Matter Now More Than Ever? 16:05

1+ y ago16:05

16:05

Doug Rabold is HDI's Top 25 Thought Leader; International Speaker & Certified Trainer; Chairman of Board at HDI; CX, EX and Service Delivery Executive, and a familiar face in the ITSM events especially in the US. In this episode, I met Doug at the Service Management World HDI event in Orland. We talk related to his article “Why XLAs Matter Now More…

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89. Antonina Klentsova - What does diplomacy and sustainability have to do with better IT Service Management? 20:17

1+ y ago20:17

20:17

The guest in this episode is Antonina Klentsova, IT expert in Digital and Sustainable transformation. She is one of the contributors to the ITIL4 framework and well known professional in the IT Service Management industry. The episode goes deep below the surface to look at the impact of human sciences on ITIL4, the deeper significance of sustainabi…

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88. Is Your IT Team Facing Cost Saving Pressure? #ITXM 15:03

1+ y ago15:03

15:03

Back with the "Happy in 15" -format, Sami and Pasi dive into the topic of how to answer to Cost Saving Pressure as an IT Team and how Experience Management and ITXM™ can help. Key talking points: 1. Reduce IT costs and prioritize 2. Optimize IT outsourcing 3. Automate areas that matter Make sure to check out the The Global IT Experience benchmark, …

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87. Lauren Kelly - How IT can harness behavioural thinking for real impact and value? 32:10

1+ y ago32:10

32:10

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 …

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86. Don’t make these mistakes when changing your MSP. #ITXM #XLA 15:48

1+ y ago15:48

15:48

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. --- H…

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85. Matthew Burrows - On why skills mapping is essential to improving IT organisations 27:46

1+ y ago27:46

27:46

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 …

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84. Why is 80% of business productivity lost by 13% of your tickets? 12:35

1+ y ago12:35

12:35

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.ha…

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83. Welcome to New Season of IT Experience Podcast with Sakari 3:46

1+ y ago3:46

3:46

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 …

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82. How does IT Experience Management drive better decision making? 15:12

2y ago15:12

15:12

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 measu…

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81. How to get the whole IT department into the ITXM™ bus 14:42

2y ago14:42

14:42

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…

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80. Discover the four trends driving ITXM™ in 2022 11:14

2y ago11:14

11:14

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…

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79. Using ITXM™ for Continual Improvement Success 15:41

2y ago15:41

15:41

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 …

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78. How to use ITXM™ to Identify improvement areas in IT 15:15

2y ago15:15

15:15

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: - Huma…

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77. Master IT Experience Management (ITXM™) 7:19

2y ago7:19

7:19

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 o…

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76. Thanks to Ukrainian IT for making our lives better 3:15

2y ago3:15

3:15

We all wish that the war in Ukraine would end soon. While our ability to help is limited, we wanted to do two things. Donate to Unicef in order to help the children and families affected by the war Celebrate some of the brilliant Ukrainians that have created IT services and applications that billions of people use on a regular basis Good technology…

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75. What did IT talk about in 2021 and predictions for 2022 with Roy Atkinson 11:23

2+ y ago11:23

11:23

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 th…

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74. Give hours back to the business - More smiles, less time wasted 16:01

2+ y ago16:01

16:01

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 …

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73. Cargotec's Story - Creating an Experience Management Culture 10:51

2+ y ago10:51

10:51

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…

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72. Cargotec's Story - How to implement Experience Management Framework 21:00

2+ y ago21:00

21:00

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, …

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71. How should IT management teams be using Experience Data? 16:00

2+ y ago16:00

16:00

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: Decision Making Cooperation with Business Leading IT Delivery Drawing from interviews with various globally recognised companies, such as Refi…

1
70. How to move from control to cooperation with your Service Providers 15:39

2+ y ago15:39

15:39

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 effec…

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69. Steps to creating Human Centric IT, with bioMérieux 15:47

2+ y ago15:47

15:47

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 multination…

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68. Employee Experience for IT 13:46

2+ y ago13:46

13:46

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…

1
67. Ticket Bouncing - the most impactful ITIL metric? 15:04

2+ y ago15:04

15:04

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 …

1
66. Motivate your Service Desk, through Experience Management 14:50

2+ y ago14:50

14:50

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 M…

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65. Recreating the IT walk-in experience through Virtual Tech bars, with Sophos 10:35

2+ y ago10:35

10:35

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 wa…

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64. #XLA - Traditional SLAs; Should I remove them? 16:23

2+ y ago16:23

16:23

Experience Level Agreements (XLAs) are the topic everyone's talking about. But does this mean you should be removing your ‘set in stone’ SLAs and replacing them?SLAs have been labelled differently by ITSM thought leaders over recent years, bringing the question of whether or not they are serving a purpose to your IT organisation, or whether they ar…

1
63. Don't make this mistake with your ServiceNow platform! 14:46

2+ y ago14:46

14:46

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, th…

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62. Why are humans the best sensors for ITSM? 11:23

2+ y ago11:23

11:23

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…

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