106 episodes
The IT Experience Podcast HappySignals
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- Business
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5.0 • 15 Ratings
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Podcast for those who want to take IT Experience Management (ITXM) Framework™ in use and improve Employee Experience of IT Services in large enterprises. We talk about human-centric IT, how does it change the culture of IT Departments from SLAs to Experience Metrics and XLAs. If you use ServiceNow or other enterprise service management system to provide services to end-users, then this is for you.
To learn more about IT Experience Management (ITXM) Framework™, visit https://www.happysignals.com/itxm-framework-it-experience-management
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105. Four Options on How to Bring #XLAs into Contracts
Register for the ITXM Summit 2024 on January 31st:
https://www.happysignals.com/itxm-summit
In 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-outsourcing-contracts
HappySignals is the leading ITXM platform to help IT Leaders make better decisions, and bring cost avoidance and less frustration to end-users. -
104. IT Economics with Mark Smalley
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 costs is the value, how much does IT contribute to more sales, higher prices, lower costs and risks.
If you work in IT, you also work in the context of the wider business, The business spends X amount of money on everything that they do. How significant are IT costs in that whole? You're concerned about your budget, your IT budget and spending, but if you speak with the CFO or the CEO, looking at their bigger agenda, how important is it? How much is IT as a proportion of total business costs?
This episode provides understanding about the economics of IT, a topic that clearly is not discussed enough among IT professionals.
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To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management
To learn about our Built-in XLA Management features: https://www.happysignals.com/product/xla-management
Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas -
103. AI implications and considerations for ITSM, with Simone Jo Moore
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-evolving landscape of IT services.
Ps. This description was written by AI, using it as a tool, not a crutch. :)
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To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management
To learn about our Built-in XLA Management features: https://www.happysignals.com/product/xla-management
Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas -
102. How to Incorporate XLAs into Outsourcing Agreements - SDI Webinar Recording
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 contracts between IT suppliers and customers. Hear about real customer examples and gain practical advice and valuable learnings to transform your outsourcing strategy.
The webinar is hosted by John Noctor from SDI.
You'll learn:
- What a contracted XLA looks like
- What are the contractual governance differences between XLAs and traditional metrics
- What are the options for contracting XLAs alongside the recommended approach
- How best to manage penalties/rewards
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To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management
To learn about our Built-in XLA Management features: https://www.happysignals.com/product/xla-management
Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas -
101. "IT, stop jumping into solution mode!" with Katrina Macdermid
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 jumping into solution mode.
Katrina McDermid, the author of Humanizing IT, speaks with us about how human-centric design principles can help IT teams be better, feel better and provide services that end-user find valuable.
Key Takeaways
• IT is in many places broken.
• Listen more to end-users, but also to agents interacting with end-users for practical insights.
• Avoid jumping into solution mode, and try being creative first.
• The double-diamond model design thinking model is a great tool for IT as well, enabling creative problem solving without jumping into conclusions.
Links:
• Humanising IT: https://hitglobal.services
• Katrina Macdermid LinkedIn: https://www.linkedin.com/in/katrinamacdermid/
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To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management
To learn about our Built-in XLA Management features: https://www.happysignals.com/product/xla-management
Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas -
100. #XLAs #ITXM and Market Development of Experience Management in the past 4 years
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, ones that are still relevant, and remind us of how exciting the whole experience management topic is!
Our Summer Playlist for you:
1. Employee Experience in ITSM
https://podcasters.spotify.com/pod/show/itexperience/episodes/1--Employee-Experience-in-ITSM-e3rfcf
all the way until
7. CIO Interview: Virgin Trains, John Sullivan
https://podcasters.spotify.com/pod/show/itexperience/episodes/7--CIO-Interview-Virgin-Trains--John-Sullivan-e3uv0n
and
30. CIO Interview: How To Create End-User Centric Culture? Christopher Woods, CIO at Campari
https://podcasters.spotify.com/pod/show/itexperience/episodes/30--CIO-Interview-How-To-Create-End-User-Centric-Culture--Christopher-Woods--CIO-at-Campari-eamjpk/a-a1ec0j6
and
26. Impact of ServiceNow's Reassignment Count on Employees Productivity
https://podcasters.spotify.com/pod/show/itexperience/episodes/26--Impact-of-ServiceNows-Reassignment-Count-on-Employees-Productivity-e9vr50/a-a18u01r
and
84. Why is 80% of business productivity lost by 13% of your tickets?
https://podcasters.spotify.com/pod/show/itexperience/episodes/84--Why-is-80-of-business-productivity-lost-by-13-of-your-tickets-e1oqri0/a-a8ktra5
To learn more about IT Experience Management (ITXM) Framework™, visit www.happysignals.com/itxm-framework-it-experience-management
To learn about our Built-in XLA Management features: https://www.happysignals.com/product/xla-management
Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas