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.

Join our webinar and discover the latest IT experience benchmarks & insights!

The latest edition of our Global IT Experience Benchmark Report is available at happysignals.com/report. The data in this full-year 2023 report is based on 1.86 million end-user responses from 130+ countries.

Within it, we examine happiness and perceived time loss among various industries, company sizes, and service desks (internal vs. outsourced), as well as global variations in IT support profiles.

Key findings in the report:

- Finance & insurance is the industry with the happiest end-users who lose the least time.
- The larger the organization, the more time end-users perceive losing per incident.
- Support Profile distribution varies a lot between geographical regions.
- For the first time, remote work satisfaction surpasses IT service satisfaction, indicating strong end-user appreciation for remote work capabilities and benefits.

The HappySignals IT Experience Benchmark tells the story of internal end-users’ experiences with IT from a human perspective and identifies how people feel about IT across different IT touchpoints. Every response in the data represents a real person relying on IT to do their daily work in large enterprises.

Key Findings: The Global IT Experience Benchmark Report

• Frustrated with how IT is perceived in your organization? 
• Tired of ‘guessing’ where to make IT and business improvements?
• Suffering from the ‘Watermelon Effect’ where SLAs are all green, but the business is still unhappy with IT?
• Confused by all the industry talk of ‘XLAs’?
• Want to improve business productivity and happiness with no idea where to start? 

Join us for a full introduction to human-centric IT experience management and how it will help you to gain happier end users, improve decision-making, and increase productivity. This webinar discusses human-centric IT experience management and its importance in understanding how employees feel about IT services. It highlights the frustration in IT management caused by limited metrics and introduces the concept of the ‘watermelon effect.’

Why to attend? Learn: 

• Why IT needs to focus on the happiness and productivity of end users and how this can lead to better collaboration with business stakeholders. 
• What are the benefits of human-centric IT, including happier end-users and improved decision-making. 
• How to start? Get practical tips for implementing human-centric IT and access valuable resources for ongoing learning.

Key Takeaways
• Human-centric IT experience management focuses on understanding how employees feel about IT services and improving their happiness and productivity.
• The ‘watermelon effect’ refers to the discrepancy between green metrics that show IT is working well and the complaints and frustrations of end users.
• By collecting experience data and sharing it with IT teams, partners, and vendors, organizations can make better decisions and improve the value they deliver to end users.
• Human-centric IT can lead to benefits such as happier end users, improved decision-making, and increased productivity.
• To get started with human-centric IT, organizations need to collect experience data, establish ways of working, and gradually move towards focusing on XLAs and productivity.

Introduction to Human-Centric IT Experience Management

There's plenty of discussion about experience level agreements (XLAs) but very little practical guidance for IT service leaders on how to incorporate XLAs into their outsourcing agreements. For years, this topic has sparked ongoing debate and confusion among industry professionals. That's why HappySignals and Bright Horse teamed up to develop recommendations and best practices. Hear about real customer examples and gain practical advice and valuable learnings to transform your outsourcing strategy.

1.  Learn what a contracted XLA looks like 
2.  Understand the contractual governance differences with XLAs and traditional metrics
3.  Learn the options for contracting XLAs alongside the recommended approach 
4.  Learn how best to manage penalties/rewards

How to Incorporate XLAs into Outsourcing Agreements

If you’re an IT leader or service owner who needs to deliver great IT experiences to end-users in 2023, you must start making informed improvement decisions based on experience data. Instead of relying on the loudest voice or a gut feeling, tap into experience data to understand the current issues and costs of IT services. This enables you to confidently make decisions that will bring long-term business value.

In this session, Sakari Kyrö will explore how Experience Data can be used for optimal IT organization decision-making. Through harnessing this data, our customers have been able to not only identify service desk problems and their root causes but also strategically align improvement investments with what's important most - allowing them to demonstrate the worth of their IT services in terms of business results.

Presentation key takeaways:
1.  Examples of how experience data and insights have unearthed employee issues (with IT support) and improvement opportunities that went unnoticed with traditional IT metrics
2.  Real-world examples of how experience management has improved IT service desk operations and business outcomes in other organisations
3.  How to use ITXM Framework to get started with experience management.

How Does IT Experience Management Drive Better Decision Making?

If you want to get the attention of senior executives in any organization, show them the money. How does money flow through the organization? Where is value added and lost? Those indirect costs are tough to pin down, but they're there - and you can find them.

Traditional IT support metrics have been focused on IT itself, producing what many call inside-out thinking and vision. These days, businesses mistakenly believe that cutting IT spending is good and doing more with less saves money. But we can't improve what we don't measure, right?

Join our webinar "Measurement, Management and Money" with Roy Atkinson, CEO at Clifton Butterfield, on Tuesday 20th June at 8 AM PT |10 AM CT | 11 AM ET | 4 PM BST. 

You will learn:

- The staggering costs of lost productivity we do not see
- How siloed thinking limits our visibility into spending
- How ITXM™can help break down silos and gain better understanding of spending 

Join us online! See you there.

Pasi Nikkanen & Roy Atkinson

Measurement, Management and Money

In this valuable presentation from Sakari Kyrö, ITXM Lead at HappySignals Ltd, you’ll hear what they have learned from 8 million pieces of enterprise IT end-user feedback about their service and support experiences.

Optimising IT Services with IT Experience Benchmarking  Data

Prepare yourself to take the steps necessary to remain competitive in today's experience-centric IT landscape. Join us for our webinar to get an inside look into what strategies are recommended from the latest H2/2022 Global IT Experience Benchmark Report that you can use too.

Key findings: 

- Service Desks have the biggest impact on the overall IT Experience of end-users
- The key benefits of IT Experience Management are happier end-users, focused IT teams, better decisions, and more motivated IT employees
- Fewer sanctions are linked to Service Desk KPIs than two years ago
- More than 30% of companies have or plan to start creating an Experience Management Office (XMO) 
- For the first time, more incident tickets are submitted through service portals than email and phone combined.
 
Don’t miss the chance to hear about and ask questions about the results.

Our biannual report about the state of Enterprise IT Experiences is based on continuous data collection by our enterprise customers through the HappySignals IT Experience Management Platform. In total, 1,642,555 end-user responses in over 130 countries were collected and analyzed in 2022.

Global IT Experience Benchmark - Key Findings H2 2022

We'd love to invite you to our next virtual roundtable on 31st January, where we'll look at the common barriers to IT Experience Management and how to overcome them. Presented in conjunction with a leading global technology research and advisory firm, ISG, this one-hour session will help you understand and overcome the common challenges associated with getting started with IT experience management (ITXM).

Applicable to both internal and external facing support organizations, this roundtable will cover the following:

- Expected outcomes and benefits of experience management for customers and managed service providers (MSPs)
- Typical obstacles people face when introducing experience management, with real-life examples of how to address them
- How to develop and commit to a well-defined end-user experience
- How to manage end-user expectations globally
- How MSPs can be accountable for delivering a positive employee experience within the workplace
- How to get started on your ITXM journey

To quote industry authority Roy Atkinson "If paying attention to end-user experience was valuable before (and we know it was), it's more so now in 2023". Whether your IT department is insourced or outsourced, or if you're a managed service provider, don't delay your ITXM journey any further. Take your first steps in your journey by joining us on 31st January.

Barriers to IT Experience Management and How to Overcome Them

Many of us understand the primary benefits of Experience Management, but what needs to be considered to realise these within your business? Mark will discuss Wiley’s journey and how topics such as leadership buy-in, resourcing and colleague engagement have played vital roles. Key learnings from their journey will also be shared as well as how Experience Management is beginning to positively influence Wiley’s culture and strategy.

How Experience Management Can Influence Your IT Strategy

Employee experience management was considered a much-needed addition for IT organisations in 2022. However, while AXELOS research showed that over 80% of IT organisations understood the need to deliver a better customer experience, as with anything new, it is often difficult for IT organisations to know where to start.

This presentation shares seven key practical experience management and XLA use cases – based on real customer successes – that will help your IT organisation start and succeed with experience management. It’s what your IT organisation needs to turn its CX and XLA ambitions into action.

You'll leave this session with 3 key takeaways:
*Examples of how experience data and insights highlight employee issues (with IT) and improvement opportunities that go unnoticed with traditional IT metrics
*Real-world examples of how experience management has improved operations and outcomes in other organisations
*Insight into the continued evolution of experience management as a critical IT, and broader corporate, improvement capability.

7 Practical Use Case Examples of Experience Management to Turn XLAs a Reality

Are you lacking experience data to drive continual ServiceNow improvements?

Join our live session to learn how you can achieve 25%* response rates to identify more opportunities for Continual Improvement with real-time experience data.

We will show you how to measure and operationalize end-user feedback by combining operational data from ServiceNow with experience data from HappySignals.

Through live demonstration and shared expertise, you'll learn:

- How to interpret experience data to prioritize improvement initiatives
- How to automate continuous collection and processing of experience data
- How to create an instant feedback loop for IT Services

HappySignals IT Experience Management for ServiceNow is:
- Easy to install, 1-3 day integration
- Easy to maintain, support and updates always included
- ServiceNow Certified
- Captures both end-user experience and productivity with IT

Use HappySignals with ServiceNow ITSM to proactively measure, identify and improve end-user experiences, and maximize the value of your ServiceNow investment.

* Data from the Global IT Experience Report

How to get more out of your Now Platform with IT Experience Management?

Join us for a webinar to hear about the key insights from the latest Global IT Experience Benchmark H1/2022 Report that can help you plan for today’s experience-centric IT landscape. 
 
Don’t miss the chance to hear about and ask questions about the main findings:

- 69% of IT incidents lead to less than 1 hour of lost time, as perceived by end-users. 83% perceive losing less than our benchmark average of 3h 9min.
- 80% of time lost comes from only 12,5% of IT incident tickets. This represents an excellent opportunity to identify IT areas where business impact is high.
- The biggest improvements happened in IT Experience with Service Portals and Remote Work
- Our data shows that about IT Experience with IT incidents. 1) Speed is universally impactful, 2) Negative feedback is often about processes, 3) Positive feedback is often about people (agents).

Our biannual report about the state of Enterprise IT experiences is based on continuous data collection by our enterprise customers through HappySignals IT Experience Management Platform. In total, 839,581 end-user responses in over 130 countries were collected from January - June 2022.

Key Finding from the Global IT Experience Benchmark Report H1 2022

!  Employee Experience (EX) as a driver for continual improvement !

Improvement can be made everywhere and anywhere. Deciding when, where, and how to apply resources toward improvement can be difficult. A sound business case presents evidence for a particular course of action or investment with the best opportunity for positive results.

Industry guidance suggests that everyone involved in providing a service should look for opportunities for improvement. The result is that too often, improvements are internally selected, planned, and executed. While this approach may produce positive results for the provider, it may or may not positively affect the organization as a whole.

Using employee experience (EX) as a driver for continual improvement changes the equation. Now the improvements can be selected based on the positive or negative impact they have on the people who are consuming the service provided the proper measures are in place. 

Key takeaways from this webinar will include:

• A clear definition of what EX means and why it’s important
• How an iterative, feedback-driven approach to continual improvement capitalizes on opportunities, decreases risks, and increases chances of success
• How to measure the success of your efforts.

Creating the Business Case for EX-Driven Continual Improvement

Learn from this practical episode on how to use ITXM™ for your IT’s continual improvement success.

ITXM™ is the framework that brings the practice of experience management into IT operations:
https://www.happysignals.com/itxm-framework-it-experience-management

In this episode of Happy in 15 we focus on:
- What are your setting out to improve?
- The outcomes of IT initiatives and why they hold high importance, especially from an end-user and team perspective
- How to measure and celebrate success from an ITXM™ perspective

Key Takeaways: 
- Why use ITXM for Continual Improvement success?
- Focus on the outcomes of IT initiatives 
- Measuring CI success in ITXM™

You can take a free ITXM™ foundation course here - https://itxm.academy/itxm-foundation/
Learn more about HappySignals - https://www.happysignals.com/leading-experience-management-platform-for-it-happysignals

Using ITXM™ for Continual Improvement Success

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.

How does IT Experience Management drive better decision making?

Get your hands-on practical XLA advice!

Everybody's talking about experience level agreements (XLAs), but where do you get started with them? Join this online session on 3rd March with ITSM Academy founder and CEO, Lisa Schwartz for all the practical advice you need to successfully adopt XLAs into your organization.

In the presentation, Lisa will:

- Walk you through what an XLA is, and how they augment, not replace, existing Service Level Agreements (SLAs)
- Show examples of XLAs in action
- Discuss why they've become so impactful, especially with our global shift to working from home
- Explain why XLA has been listed in the Gartner Hype Cycle as Emerging, with a 5-10-year plateau.

Can't attend? Sign-up for this session anyway and we'll send you a recording to watch at your leisure.


Unfamiliar with Lisa? She leads her teams in the delivery of exceptional educational experiences in the disciplines of IT service management (ITSM), ITIL, DevOps, Agile service management, and employee experience. Additionally, she is a co-founder and board member of both the DevOps Institute and XLACollab.

If you're looking for practical advice to get started with - or improve upon - your XLA journey, be sure to sign up for this session.

XLAs: Applying The Art & Science of Experience

end user experience

Experience Managemet

IT Service Desk

IT Services

ITSM

ITXM

ServiceNow

SLAs

XLAs

Get powerful end user computing insights from influential EUC experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on effective approaches to get non-programmers to create working applications.

End User Computing

Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.

Help Desk and Support

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

XLAs: Applying The Art & Science of Experience

Presented by

About this talk

More from this channel