
The IT Experience Podcast
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Podcast for those who want to improve Employee Experience of IT Services in large enterprises. We talk about IT Experience, 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.
The IT Experience Podcast
2M ago
In this episode, we explore the anticipated trends for 2025, focusing on budget predictions, the role of AI in IT support, and the importance of human experience in a rapidly changing technological landscape. The conversation highlights the contradictions in budget expectations, the challenges of AI adoption, and the productivity paradox that arises from new technologies. Practical takeaways for IT leaders are also discussed, emphasizing the need for a human-centric approach in technology implementation.
Takeaways
2025 may present contradictory trends in IT.
40% of IT leaders expect only mode ..read more
The IT Experience Podcast
2M ago
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 large outsourcing contracts to developing a strategic approach to sourcing and managing services. The key to successful SIAM implementation is building a culture of communication and collaboration across all levels of the organization. The conversation d ..read more
The IT Experience Podcast
2M ago
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-benefit-from-experience-management?utm_medium=podcast
Do join the free webinar mentioned in the episode on 31st January, or watch it afterward as an on-demand one:https://www.brighttalk.com/webcast/18780/571302?utm_medium=podcast
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HappySignals Yo ..read more
The IT Experience Podcast
2M ago
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 ..read more
The IT Experience Podcast
2M ago
In this episode of the IT Experience Podcast, Pasi , Sami, and Sakari discuss the latest trends in IT experience management, insights from recent industry events, and the importance of aligning priorities for improvement. They explore how AI is transforming the service desk, the significance of experience management in various business functions, and the challenges of implementing these changes. The conversation also touches on the watermelon effect in IT and looks ahead to upcoming trends for 2025.
Takeaways
- AI is significantly changing the landscape of IT and service desks.
- Experience ..read more
The IT Experience Podcast
2M ago
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 sustainability, diplomacy and what successful transformation looks like.
Key Takeaways
Diplomacy and Sustainability go hand-in-hand, even in an IT Service Management context.
Sustainability is about achieving our objectives now, without jeopardizing the futur ..read more
The IT Experience Podcast
3M ago
How PepsiCo is Transforming IT and Enterprise Services with Experience Management
Presented by Prashant Arora, PepsiCo, Inc.
Prashant discusses the transformative strategies PepsiCo has implemented to streamline its services and enhance the end-user experience. Their journey has been one of innovation, leveraging the brightest talent, digital platforms, and streamlined processes while shifting their focus from outputs to outcomes ..read more
The IT Experience Podcast
3M ago
In this episode of ITXM Insights, Pasi Nikkanen and his team celebrate the 10th anniversary of HappySignals, reflecting on their journey and the evolution of experience management. They discuss the importance of shifting from IT support to a people-centric approach, highlighting recent blog posts that emphasize this theme. The conversation also covers upcoming events where the team will engage with the community and share insights from the XLA Institute UK event, focusing on the need for a shared language in experience management. Takeaways - Celebrating 10 years of Happy Signals is a signific ..read more
The IT Experience Podcast
4M ago
In this episode of the Happy Signals IT Experience podcast, Stephen Mann discusses the evolving landscape of IT Service Management (ITSM) with a focus on the impact of generative AI.
He highlights the significant shift towards AI technologies in 2024, emphasizing the need for cautious adoption and a user-centered approach.
Mann stresses the importance of understanding the outcomes of AI implementations rather than just the technology itself, urging IT professionals to focus on solving real problems for users. He shares insights on successful AI strategies and common pitfalls to avoid, ultimate ..read more
The IT Experience Podcast
7M ago
In this conversation, David Barrow discusses his experience in IT service management, drawing parallels between the principles of service management and the themes in the popular TV show 'Ted Lasso.'
The conversation delves into the importance of learning from failure, building communities of practice, and the human aspect of leadership and team dynamics. The same findings are present in David Barrow's book "An education in Service Management", which is also discussed.
Takeaways
Learning from failure is a key aspect of service management and leadership.
Building communities of practice and f ..read more