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How should IT management teams be using Experience Data?

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.
Recorded Oct 14 2021 16 mins
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Presented by
Sami Kallio (CEO), Pasi Nikkanen (CGO)
Presentation preview: How should IT management teams be using Experience Data?

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  • Give hours back to the business - More smiles, less time wasted Nov 4 2021 4:00 pm UTC 16 mins
    Pasi Nikkanen, Dom West
    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.
  • Give hours back to the business - More smiles, less time wasted Nov 4 2021 12:00 pm UTC 16 mins
    Pasi Nikkanen, Dom West
    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.
  • Cargotec's Story; Creating an Experience Management Culture Oct 28 2021 4:00 pm UTC 11 mins
    Pasi Nikkanen
    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.
  • Cargotec's Story; Creating an Experience Management Culture Oct 28 2021 11:00 am UTC 11 mins
    Pasi Nikkanen
    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.
  • Cargotec's Story - How to implement Experience Management Framework Recorded: Oct 21 2021 21 mins
    Pasi Nikkanen
    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, thats 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.
  • Cargotec's Story - How to implement Experience Management Framework Recorded: Oct 21 2021 21 mins
    Pasi Nikkanen
    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, thats 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.
  • How should IT management teams be using Experience Data? Recorded: Oct 14 2021 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? Recorded: Oct 14 2021 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 Reckitt adopted Experience Level Agreements (XLAs)? Recorded: Oct 12 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.

    “In our journey to become "Truly NextGen", we’re laser-focused to ensure industry-leading service experience for our employees across all touchpoints, fueled by modernised & automated IT services.
    Inspired by Agile practices – Daily Happiness Reviews, XIP (eXperience Improvement Plans) based on HappySignals’ Dashboards and much more, our service team has taken the journey to the next significant milestone!” – Prashant Arora.

    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

    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: Oct 12 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.

    “In our journey to become "Truly NextGen", we’re laser-focused to ensure industry-leading service experience for our employees across all touchpoints, fueled by modernized, & automated IT services.
    Inspired by Agile practices – Daily Happiness Reviews, XIP (eXperience Improvement Plans) based on HappySignals’ Dashboards and much more, our service team has taken the journey to the next significant milestone!” - Prashant Arora

    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

    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 to move from control to cooperation with your Service Providers Recorded: Oct 7 2021 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 Recorded: Oct 7 2021 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 Recorded: Sep 30 2021 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 Recorded: Sep 30 2021 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 Recorded: Sep 28 2021 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 Recorded: Sep 28 2021 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.
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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  • Live at: Oct 14 2021 4:00 pm
  • Presented by: Sami Kallio (CEO), Pasi Nikkanen (CGO)
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