The IT Experience Podcast

HappySignals
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The IT Experience Podcast

Podcast for those who want to take IT Experience Management (ITXM) 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 Human-Centric IT Experience Management visit https://happysignals.com/

  1. APR 3

    123. Future Proofing Service Management with Sophie Hussey

    In this episode of the HappySignals IT Experience podcast, host Sakari Kyrö speaks with service management and leadership consultant Sophie Hussey. They discuss the importance of future-proofing service management, the need for better education on service management in schools, and the visibility of career pathways in the field. Sophie emphasizes the significance of understanding the user experience, the role of service management in delivering services, and the challenges organizations face. They also explore the balance between data analysis and human insight, the role of mediation in service management, and how to recognize when external support is needed to improve organizational effectiveness. Follow Sophie on Linkedin: https://www.linkedin.com/in/sophiehussey/ Takeaways Future-proofing service management is crucial for the industry.Education systems need to include service management in their curriculum.Service management can enhance user and colleague experiences.Visibility of career pathways in service management is lacking.Service management plays a significant role in delivering services effectively.Organizations often overlook the importance of talent management and leadership development.Reading between the lines can uncover deeper organizational issues.Data analysis must be complemented by human insight for effective decision-making.Mediation can help resolve conflicts and improve collaboration in teams.Recognizing symptoms of dysfunction can indicate the need for external support. Subscribe to our newsletter LinkedIn: ⁠https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/⁠Email: ⁠https://happysignals.com/itxm-insights

    37 min

  2. MAR 20

    122. Barriers to AI adoption with Alexandre Vallette

    In this episode of the HappySignals IT Experience podcast, host Sakari Kyrö speaks with Alex Vallette, a seasoned professional in the publishing industry, about the current state of AI technology. They discuss the hype surrounding AI, the challenges small companies face in adopting it, and the importance of internal training and experimentation. Alex emphasizes that AI should be viewed as a support tool rather than a replacement for human jobs, and he shares insights on how to effectively implement AI in organizations while overcoming cultural barriers. Follow Alexandre on Linkedin: https://www.linkedin.com/in/alexvallette/ Takeaways AI is currently experiencing a lot of hype, but the reality may not meet expectations.Small companies often lack the expertise to implement AI effectively.Investing time in training employees is more crucial than spending money on consultants.AI should be seen as a support tool, not a replacement for human jobs.Experimentation with AI can lead to valuable insights and improvements.Cultural barriers can hinder AI adoption, but involving employees can help.The results of AI experimentation can provide targeted solutions for companies.AI's accuracy is improving, but it still requires human oversight.Understanding AI's capabilities is essential for successful implementation.The future of work will likely involve collaboration between humans and AI. Subscribe to our newsletter: LinkedIn: ⁠https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/⁠ Email: ⁠https://happysignals.com/itxm-insights

    36 min

  3. MAR 6

    121. How to understand complexity with Dave Snowden

    In this enlightening conversation, Dave Snowden discusses the principles of complexity science and its application in organizational change. He emphasizes the importance of understanding human interactions over attempting to change behavior directly. The discussion covers the evolution of ideas, the coherence of theories, and the role of culture in decision-making. Dave also highlights the significance of storytelling in mapping organizational culture and the need for real-time pattern detection through micro scenarios. The conversation concludes with insights on balancing human agency with AI in organizations and the necessity of creating spaces for innovation. Follow Dave on Linkedin: https://www.linkedin.com/in/dave-snowden-2a93b/ Takeaways Complexity science is essential for understanding human systems.Cultural dynamics significantly influence decision-making in organizations.Mapping organizational culture through stories provides valuable insights.Stimulating change requires altering interactions rather than behaviors.AI should complement human judgment, not replace it.Micro scenarios can reveal weak signals in complex systems.Creating informal networks fosters innovation and collaboration.Understanding context is crucial for effective organizational change.Organizations must adapt to the complexity of their environments.Real-time pattern detection is vital for navigating change. Subscribe to our newsletter: LinkedIn: ⁠https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/⁠ Email: ⁠https://happysignals.com/itxm-insights

    44 min

  4. 12/12/2024

    120. IT Trends 2025 with Roy Atkinson

    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 modest budget increases. AI is becoming a standard part of software solutions. AI can enhance both hard and soft skills for agents. Generative AI usage has doubled in the past year. High value work needs to be redefined in the AI era. Human experience will remain vital in technology adoption. The productivity paradox raises questions about AI's effectiveness. Usability of technology is often overlooked in favor of features. Listening to employees is crucial for effective change management. Chapters 00:00 Introduction to 2025 Trends 01:57 Budget Trends and Contradictions 05:12 The Role of AI in Budgeting 11:56 AI Adoption and Its Implications 18:40 The Value of Human Experience 27:05 The Productivity Paradox 32:47 Practical Takeaways for 2025 37:34 Introduction to the Conversation 37:35 Exploring Key Themes in the Discussion To connect with Roy Atkinson: https://www.linkedin.com/in/royatkinson/ To learn more about HappySignals, go to happysignals.com

    38 min

  5. 11/28/2024

    119. ITXM Insights - November 2024

    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 management is becoming a critical focus for organizations. - Clear communication and understanding of experience management are essential for success. - The watermelon effect illustrates the disparity between perceived and actual performance in IT. - Organizations must prioritize removing barriers to improve user experience. - Experience management can be applied beyond IT to HR and finance. - Simplicity in metrics can help organizations focus on what truly matters. - Networking and discussions at industry events are crucial for understanding market readiness. - The maturity of discussions around experience management is increasing among customers. - Looking ahead, organizations should prepare for significant changes in IT experience management.

    19 min
  6. 118. How PepsiCo is Transforming IT and Global Business Services with Experience Management

    11/07/2024

    118. How PepsiCo is Transforming IT and Global Business Services with Experience Management

    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.

    36 min
  7. 117. Tiger Teams and Watermelons? ITXM Monthly

    10/31/2024

    117. Tiger Teams and Watermelons? ITXM Monthly

    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 significant milestone. - The journey has seen the evolution of experience management concepts. - A people-first approach is essential in IT support. - Recent blog posts highlight the importance of understanding user perception. - Forming specialized teams can help address challenges in experience management. - The future of IT service quality will focus on user perspectives. - Engagement in events is crucial for community building. - The XLA Institute is vital for standardizing experience management practices. - Unclear roles are a major challenge for customers implementing XLAs. - Experience management is still developing as a discipline. Links Blog Posts Mentioned in this episode: https://www.happysignals.com/blog/why-it-support-is-really-people-support https://www.happysignals.com/blog/top-tips-for-introducing-and-adopting-itxm https://www.happysignals.com/blog/it-experience-management-see-your-image-not-your-reflection https://www.happysignals.com/blog/what-it-service-quality-means-in-2025-and-beyond

    20 min

  8. 10/24/2024

    116. AI in ITSM: Avoiding the Hype with Stephen Mann

    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, ultimately advocating for a holistic approach to integrating AI within organizations. Key takeaways Generative AI has become a dominant theme in ITSM content. Caution is necessary when adopting new technologies like AI. Successful AI implementations often go unnoticed by users. Focus on user experience and outcomes, not just efficiency. Understanding the demand side is crucial for effective solutions. Many organizations struggle to achieve expected benefits from self-service technologies. AI should be integrated holistically across business functions. Vendors must align their offerings with actual user needs. The importance of learning from past mistakes in technology adoption. Metrics should reflect user satisfaction and business value, not just operational efficiency. Stephan Mann on Linkedin: https://www.linkedin.com/in/stephenamann/ ITSM Tools website https://itsm.tools/ -- 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

    26 min
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Podcast for those who want to take IT Experience Management (ITXM) 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 Human-Centric IT Experience Management visit https://happysignals.com/

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