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Human-Centric IT - It's a journey, but easy to start

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:
- Discuss what Human-Centric IT is
- What it means to implement such an approach
- Campari's CIO's journey to Human-Centric IT
- The cultural pyramid
- Reckitts approach to cultural transition
Recorded Aug 5 2021 15 mins
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Presented by
Sami Kallio (CEO), Pasi Nikkanen (CGO)
Presentation preview: Human-Centric IT - It's a journey, but easy to start

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  • How should IT management teams be using Experience Data? Oct 14 2021 4:00 pm UTC 16 mins
    Sami Kallio (CEO), Pasi Nikkanen (CGO)
    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:

    1) Decision Making
    2) Cooperation with Business
    3) Leading IT Delivery

    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.
  • How should IT management teams be using Experience Data? Oct 14 2021 11:00 am UTC 16 mins
    Sami Kallio (CEO), Pasi Nikkanen (CGO)
    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:

    1) Decision Making
    2) Cooperation with Business
    3) Leading IT Delivery

    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.
  • How to move from control to cooperation with your Service Providers Oct 7 2021 4:00 pm UTC 16 mins
    Sami Kallio (CEO), Pasi Nikkanen (CGO)
    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.
  • How to move from control to cooperation with your Service Providers Oct 7 2021 11:00 am UTC 16 mins
    Sami Kallio (CEO), Pasi Nikkanen (CGO)
    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.
  • Steps to creating Human Centric IT, with BioMérieux Sep 30 2021 4:00 pm UTC 16 mins
    Pasi Nikkanen (CGO)
    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.
  • Steps to creating Human Centric IT, with BioMérieux Sep 30 2021 11:00 am UTC 16 mins
    Pasi Nikkanen (CGO)
    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.
  • The Practical Guide to Experience Management for IT Sep 28 2021 5:00 pm UTC 19 mins
    Pasi Nikkanen, Chief Growth Officer, HappySignals
    IT Experience Management is a way of working, enabling you to measure, share and identify key areas of your end-user experience that needs improving.

    In this webinar, you can learn how vital IT Experience Management is to improve overall employee happiness, satisfaction, and most importantly, productivity.

    You’ll learn:
    - What Experience Management means for IT and why you need it
    - What are the best outcomes of successful Experience Management initiatives
    - How you can leverage our IT Experience Management Framework ™ to start your journey

    Visit our Learning Center to learn more!
    https://www.happysignals.com/learning-center
  • The Practical Guide to Experience Management for IT Sep 28 2021 10:00 am UTC 19 mins
    Pasi Nikkanen, Chief Growth Officer, HappySignals
    IT Experience Management is a way of working, enabling you to measure, share and identify key areas of your end-user experience that needs improving.

    In this webinar, you can learn how vital IT Experience Management is to improve overall employee happiness, satisfaction, and most importantly, productivity.

    You’ll learn:
    - What Experience Management means for IT and why you need it
    - What are the best outcomes of successful Experience Management initiatives
    - How you can leverage our IT Experience Management Framework ™ to start your journey

    Visit our Learning Center to learn more!
    https://www.happysignals.com/learning-center
  • Employee Experience in IT Recorded: Sep 23 2021 14 mins
    Pasi Nikkanen (CGO)
    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.
  • Employee Experience in IT Recorded: Sep 23 2021 14 mins
    Pasi Nikkanen (CGO)
    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.
  • Ticket Bouncing - the most impactful ITIL metric? Recorded: Sep 16 2021 15 mins
    Pasi Nikkanen (CGO)
    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.
  • Ticket Bouncing - the most impactful ITIL metric? Recorded: Sep 16 2021 15 mins
    Pasi Nikkanen (CGO)
    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.
  • How Reckitt adopted Experience Level Agreements (XLAs)? Recorded: Sep 14 2021 46 mins
    Pasi Nikkanen, Prashant Arora, Andrew Murphy
    Reckitt is a consumer goods company that manufactures, markets, and sells health, hygiene, and home products with a global workforce of over 42,000 employees based in more than 60 countries. They embarked on a mission to transform their IT operations with ServiceNow – with a view to delivering a ‘best in class’ service experience for its employees across all touchpoints globally.

    "By measuring how happy colleagues are with its services, Reckitt’s NextGen IT Ops support team can pinpoint where it needs to improve so it can best help the whole company focus on its purpose to protect, heal and nurture".

    Join our webinar to learn how Reckitt has been able to see a 51% increase in employee happiness with IT services, and an increase in survey responses from just 4% to an impressive 25%. For an organization that registers over 300,000 tickets annually, that's over 250,000 hours of employee lost productivity saved in a year.

    In this webinar you learn:
    • How Reckitt is successfully using experience level agreements (XLAs) to transform their IT services
    • What kind of cultural changes was involved with the new way of working
    • What has been the impact on end-user experiences and productivity until today
    • Lessons learned

    There will be a Q&A session at the end of the presentation.

    At the stage:
    Pasi Nikkanen, CGO and Co-founder of HappySignals
    Prashant Arora, Head of Global Service Experience & Automations, Reckitt
    Andrew Murphy, IS Manager - User Technology & Services EMEA, Reckitt
  • How Reckitt adopted Experience Level Agreements (XLAs)? Recorded: Sep 14 2021 46 mins
    Pasi Nikkanen, Prashant Arora, Andrew Murphy
    Reckitt is a consumer goods company that manufactures, markets, and sells health, hygiene, and home products with a global workforce of over 42,000 employees based in more than 60 countries. They embarked on a mission to transform their IT operations with ServiceNow – with a view to delivering a ‘best in class’ service experience for its employees across all touchpoints globally.

    "By measuring how happy colleagues are with its services, Reckitt’s NextGen IT Ops support team can pinpoint where it needs to improve so it can best help the whole company focus on its purpose to protect, heal and nurture".

    Join our webinar to learn how Reckitt has been able to see a 51% increase in employee happiness with IT services, and an increase in survey responses from just 4% to an impressive 25%. For an organization that registers over 300,000 tickets annually, that's over 250,000 hours of employee lost productivity saved in a year.

    In this webinar you learn:
    • How Reckitt is successfully using experience level agreements (XLAs) to transform their IT services
    • What kind of cultural changes was involved with the new way of working
    • What has been the impact on end-user experiences and productivity until today
    • Lessons learned

    There will be a Q&A session at the end of the presentation.

    At the stage:
    Pasi Nikkanen, CGO and Co-founder of HappySignals
    Prashant Arora, Head of Global Service Experience & Automations, Reckitt
    Andrew Murphy, IS Manager - User Technology & Services EMEA, Reckitt
  • Motivate your Service Desk, through Experience Management Recorded: Sep 9 2021 15 mins
    Pasi Nikkanen (CGO)
    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:
    - Only sharing negative feedback
    - Not using Experience data
    - Limited access for stakeholders to see Service Desk results
    - Not connected, restricting information in able to improve problem areas

    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.
  • Motivate your Service Desk, through Experience Management Recorded: Sep 9 2021 15 mins
    Pasi Nikkanen (CGO)
    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:
    - Only sharing negative feedback
    - Not using Experience data
    - Limited access for stakeholders to see Service Desk results
    - Not connected, restricting information in able to improve problem areas

    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.
  • Recreating the IT walk-in experience through Virtual Tech bars, with Sophos Recorded: Sep 2 2021 10 mins
    Pasi Nikkanen (CGO)
    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.
  • Recreating the IT walk-in experience through Virtual Tech bars, with Sophos Recorded: Sep 2 2021 10 mins
    Pasi Nikkanen (CGO)
    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.
  • The Practical Guide to Experience Management for IT Recorded: Aug 31 2021 19 mins
    Pasi Nikkanen, Chief Growth Officer, HappySignals
    Experience Management is a way of working, enabling you to measure, share and identify key areas of your end-user experience that needs improving.

    In this webinar, you can learn how vital IT Experience Management is to improve overall employee happiness, satisfaction, and most importantly, productivity.

    - What Experience Management means for IT and why you need it
    - What are the best outcomes of successful Experience Management initiatives
    - How you can leverage our Experience Management Wheel methodology to start your journey

    Visit our Learning Center to learn more!
    https://www.happysignals.com/learning-center
  • The Practical Guide to Experience Management for IT Recorded: Aug 31 2021 19 mins
    Pasi Nikkanen, Chief Growth Officer, HappySignals
    Experience Management is a way of working, enabling you to measure, share and identify key areas of your end-user experience that needs improving.

    In this webinar, you can learn how vital IT Experience Management is to improve overall employee happiness, satisfaction, and most importantly, productivity.

    - What Experience Management means for IT and why you need it
    - What are the best outcomes of successful Experience Management initiatives
    - How you can leverage our Experience Management Wheel methodology to start your journey

    Visit our Learning Center to learn more!
    https://www.happysignals.com/learning-center
Experience Management for IT enabling businesses transform
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. We discover 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 avarage. For more information, visit www.happysignals.com.

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  • Title: Human-Centric IT - It's a journey, but easy to start
  • Live at: Aug 5 2021 11:00 am
  • Presented by: Sami Kallio (CEO), Pasi Nikkanen (CGO)
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