The IT Experience Podcast
By HappySignals
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Subscribers: 3
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Episodes: 134
Description
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/
| Episode | Date |
|---|---|
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133. ITXM Practitioners: Frank Fütz, IT Manager
|
Mar 26, 2026 |
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132. Why CSAT Is Not Enough for Modern IT Service Management?
|
Mar 12, 2026 |
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131. ITXM Practitioners: Donna Xanthidis and Sharon Aggarwal - Beyond CSAT
|
Feb 26, 2026 |
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130. ITXM Practitioners: Shaun Brown, Director Global Service Delivery
|
Feb 12, 2026 |
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129. Lisa Bauer: Transforming Team Dynamics with Human-Centered Design
|
Nov 20, 2025 |
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128. Better Together - DEX Partnership with HappySignals and Nexthink
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Oct 09, 2025 |
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127. From AI Hype to Human-Centred IT: Jaro Tomik from CDW
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Aug 21, 2025 |
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126. Hasse Eranka - Clarity Over Complexity: The New Rule for IT Leaders
|
Aug 07, 2025 |
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125. Clarity, Common Sense & Storytelling — Paul Brandvold on Keeping ITSM Human
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Jul 24, 2025 |
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124. 2025 Global IT Experience Benchmark: Uncovering the 13 % of Tickets Behind 80 % of Lost Productivity
|
Jul 10, 2025 |
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123. Future Proofing Service Management with Sophie Hussey
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Apr 03, 2025 |
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122. Barriers to AI adoption with Alexandre Vallette
|
Mar 20, 2025 |
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121. How to understand complexity with Dave Snowden
|
Mar 06, 2025 |
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120. IT Trends 2025 with Roy Atkinson
|
Dec 12, 2024 |
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119. ITXM Insights - November 2024
|
Nov 28, 2024 |
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118. How PepsiCo is Transforming IT and Global Business Services with Experience Management
|
Nov 07, 2024 |
|
117. Tiger Teams and Watermelons? ITXM Monthly
|
Oct 31, 2024 |
|
116. AI in ITSM: Avoiding the Hype with Stephen Mann
|
Oct 24, 2024 |
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115. David Barrow - What the TV show Ted Lasso can teach us about Service Management
|
Jul 04, 2024 |
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114. David Stewart - Breaking Free from Ticket Queue Silos
|
Jun 20, 2024 |
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113. Addressing the Watermelon Effect? ITXM Monthly - May 2024
|
May 23, 2024 |
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112. Future of IT Support - ITXM Monthly
|
Apr 25, 2024 |
|
111. Claire Agutter - How hard can SIAM be?
|
Apr 11, 2024 |
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110. Darren Rose - Keys to success with ESM. (Enterprise Service Management)
|
Apr 04, 2024 |
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109. The IT Leaders Guide to Employee Productivity - More smiles, less time wasted
|
Mar 26, 2024 |
|
108. Monthly Insights: "Forrester: The Future Of IT Experience Monitoring is Human-Centric" - Feb 2024
|
Feb 22, 2024 |
|
107. XLA 1.0 Contract Example #xla
|
Jan 19, 2024 |
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106. #XLA - Penalties vs Rewards in XLA Contracts
|
Jan 04, 2024 |
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105. Four Options on How to Bring #XLAs into Contracts
|
Jan 03, 2024 |
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104. IT Economics with Mark Smalley
|
Nov 16, 2023 |
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103. AI implications and considerations for ITSM, with Simone Jo Moore
|
Nov 09, 2023 |
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102. How to Incorporate XLAs into Outsourcing Agreements - SDI Webinar Recording
|
Sep 07, 2023 |
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101. "IT, stop jumping into solution mode!" with Katrina Macdermid
|
Aug 31, 2023 |
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100. #XLAs #ITXM and Market Development of Experience Management in the past 4 years
|
Jun 15, 2023 |
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99. Introducing XLAs with Unisys customers, with Weston Morris
|
May 25, 2023 |
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98. What good is (ITXM) data if you don't make decisions based on it? with Dr. Selena Fisk
|
May 18, 2023 |
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97. The state of ITXM/ITSM in the USA, with Matt Beran
|
May 11, 2023 |
|
96. What's wrong with Remote Work? Nothing! with Karen Ferris
|
May 04, 2023 |
|
95. How Customers and MSPs Benefit from IT Experience Management? With Katie Bates
|
Jan 19, 2023 |
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94. CIO Agenda in 2023 - Predictions by Roy Atkinson
|
Dec 22, 2022 |
|
93. Happy XMOs! All about Experience Management Offices (XMO) with Neil Keating from BrightHorse
|
Dec 15, 2022 |
|
92. How Data Quality in ServiceNow impacts Experience with Mikko Juola from DCM
|
Dec 08, 2022 |
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91. Mark Smalley on why IT needs “Experience Dominant Logic” to improve services
|
Dec 01, 2022 |
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90. Doug Rabold on Why #XLAs Matter Now More Than Ever?
|
Nov 24, 2022 |
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89. Antonina Klentsova - What does diplomacy and sustainability have to do with better IT Service Management?
|
Nov 17, 2022 |
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88. Is Your IT Team Facing Cost Saving Pressure? #ITXM
|
Nov 10, 2022 |
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87. Lauren Kelly - How IT can harness behavioural thinking for real impact and value?
|
Nov 03, 2022 |
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86. Don’t make these mistakes when changing your MSP. #ITXM #XLA
|
Oct 27, 2022 |
|
85. Matthew Burrows - On why skills mapping is essential to improving IT organisations
|
Oct 20, 2022 |
|
84. Why is 80% of business productivity lost by 13% of your tickets?
|
Oct 13, 2022 |
|
83. Welcome to New Season of IT Experience Podcast with Sakari
|
Oct 04, 2022 |
|
82. How does IT Experience Management drive better decision making?
|
May 19, 2022 |
|
81. How to get the whole IT department into the ITXM™ bus
|
May 05, 2022 |
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80. Discover the four trends driving ITXM™ in 2022
|
Apr 21, 2022 |
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79. Using ITXM™ for Continual Improvement Success
|
Apr 07, 2022 |
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78. How to use ITXM™ to Identify improvement areas in IT
|
Mar 24, 2022 |
|
77. Master IT Experience Management (ITXM™)
|
Mar 10, 2022 |
|
76. Thanks to Ukrainian IT for making our lives better
|
Mar 01, 2022 |
|
75. What did IT talk about in 2021 and predictions for 2022 with Roy Atkinson
|
Dec 16, 2021 |
|
74. Give hours back to the business - More smiles, less time wasted
|
Nov 04, 2021 |
|
73. Cargotec's Story - Creating an Experience Management Culture
|
Oct 28, 2021 |
|
72. Cargotec's Story - How to implement Experience Management Framework
|
Oct 21, 2021 |
|
71. How should IT management teams be using Experience Data?
|
Oct 14, 2021 |
|
70. How to move from control to cooperation with your Service Providers
|
Oct 07, 2021 |
|
69. Steps to creating Human Centric IT, with bioMérieux
|
Sep 30, 2021 |
|
68. Employee Experience for IT
|
Sep 23, 2021 |
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67. Ticket Bouncing - the most impactful ITIL metric?
|
Sep 16, 2021 |
|
66. Motivate your Service Desk, through Experience Management
|
Sep 09, 2021 |
|
65. Recreating the IT walk-in experience through Virtual Tech bars, with Sophos
|
Sep 02, 2021 |
|
64. #XLA - Traditional SLAs; Should I remove them?
|
Aug 26, 2021 |
|
63. Don't make this mistake with your ServiceNow platform!
|
Aug 19, 2021 |
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62. Why are humans the best sensors for ITSM?
|
Aug 12, 2021 |
|
61. Human-Centric IT - It's a journey, but easy to start
|
Aug 05, 2021 |
|
60. Experience; the shared goal for IT
|
Jul 30, 2021 |
|
59. Happiness Score™ - What would be a good score for our company?
|
Jul 23, 2021 |
|
58. Experience is about People, Processes and Tech - In that order
|
Jul 16, 2021 |
|
57. Deep Dive into Global IT Experience and Overall IT Happiness
|
Jul 09, 2021 |
|
56. Stop the 'Yearly Surveys' if you want to impact your IT Experience
|
Jul 02, 2021 |
|
55. What challenges does human-centric IT solve?
|
Jun 25, 2021 |
|
The NEW format of 'IT Experience Podcast' - Happy in 15!
|
Jun 10, 2021 |
|
54. Partnerships; a Force for Customer Success
|
May 12, 2021 |
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53. #XLA - Experience Management Drives Business Value, with Bright Horse
|
Apr 28, 2021 |
|
52. #XLA - Reckitt; Pioneers for Experience Management
|
Apr 15, 2021 |
|
51. #XLA - Alan Nance from XLA Collab, Incentives Reap Huge Benefits
|
Apr 14, 2021 |
|
50. Optimise ServiceNow Through Experience Management, with Jimmy Fitzgerald
|
Mar 30, 2021 |
|
49. Employee Experience Drives Service Delivery, with Fujitsu
|
Mar 17, 2021 |
|
48. #XLA - Refinitiv's IT Service Transformation - From SLAs to XLAs
|
Jan 29, 2021 |
|
47. CIOs are the Driving Force for Cultural Change, with Karen Ferris
|
Dec 14, 2020 |
|
46. Continuous Service Improvement in Academia, with George Washington University
|
Dec 10, 2020 |
|
45. #XLA - Experience Management Benefits all Business Roles
|
Dec 07, 2020 |
|
44. #XLA - Employee Experience with Roy Atkinson - Part 2
|
Dec 02, 2020 |
|
43. #XLA - Experience is More than an Agreement
|
Nov 30, 2020 |
|
42. #XLA - Employee Experience for IT, with Roy Atkinson - Part 1
|
Nov 25, 2020 |
|
41. #XLA - The Key Differences Between XLAs and SLAs
|
Nov 20, 2020 |
|
40. #XLA - The Practical Guide to Experience Level Agreements
|
Nov 18, 2020 |
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39. How to increase happiness by 112%, with Ahlstrom-Munksjö
|
Nov 13, 2020 |
|
38. #XLA - Why SLAs Miss the Reality of a Situation, with TOPdesk's Hannah Price
|
Oct 18, 2020 |
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37. #XLA - Is Happiness Overrated, with Giarte CEO, Marco Gianotten
|
Sep 21, 2020 |
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36. #XLA - Experience and Outcome Metrics with Barclay Rae
|
Aug 27, 2020 |
|
35. Chris Fazey, Dean Underwood and Prashant Arora, three Global IT Directors share their experience
|
May 19, 2020 |
|
34. #XLA - What are the Benefits of Experience Level Agreements?
|
Apr 13, 2020 |
|
33. #XLA - What are Experience Level Agreements?
|
Mar 30, 2020 |
|
32. How 5,500 end-users feel about Remote Work, latest survey results
|
Mar 27, 2020 |
|
31. Enfo's Journey to Modern IT Service Provider (MSP)
|
Mar 16, 2020 |
|
30. CIO Interview: How To Create End-User Centric Culture? Christopher Woods, CIO at Campari
|
Mar 02, 2020 |
|
29. What Impacts Employee Experience in ServiceNow?
|
Feb 17, 2020 |
|
28. Internal Service Desks make Employees 47% More Productive with XLA?
|
Feb 03, 2020 |
|
27. Our Customers Increase Employee Productivity 26% by Making People Happier
|
Jan 20, 2020 |
|
26. Impact of ServiceNow's Reassignment Count on Employees Productivity
|
Jan 07, 2020 |
|
25. 2020 ITSM Trends with Stephen Mann / itsm.tools
|
Dec 30, 2019 |
|
24. Campari 'Goes a Sip Beyond' by Transforming their Employee Experience
|
Dec 18, 2019 |
|
23. Steps to Happiness in Employee Experience
|
Dec 12, 2019 |
|
22. Blake Morgan - Customer Experience Futurist, Keynote Speaker, Author
|
Nov 22, 2019 |
|
21. ITIL 4 - High Velocity IT with Mark Smalley
|
Nov 14, 2019 |
|
20. Showing Value of ServiceNow Usage
|
Oct 08, 2019 |
|
19. From IT Cost to Business Value using Employee Experience
|
Sep 02, 2019 |
|
18. $900B was wasted last year in Digital Transformation
|
Aug 21, 2019 |
|
17. Step by Step Guide to Empowering Employee Experience with Oscar Berg
|
Aug 12, 2019 |
|
16. Make your Automation Case with Experience Data
|
Jul 31, 2019 |
|
15. Empathic Building, The Future of Office Work with Tomi Teikko
|
Jul 22, 2019 |
|
14. How do you make a Business Case for Employee Experience measurement?
|
Jul 10, 2019 |
|
13. How does Service Management fit into Employee Experience Equation? Author Jacob Morgan joins for a chat
|
Jul 08, 2019 |
|
12. Top IT Service Management Trends to Watch in 2019 by CIOReview.com
|
Jun 26, 2019 |
|
11. Jesper Hansen from Region Midtjylland, Providing Experience for Hospitals
|
Jun 18, 2019 |
|
10. Fujitsu and Tieto, discussion on MSP's changing world of outsourcing
|
Jun 10, 2019 |
|
9. Happiest Enterprise 2019 - Finnish Postal Company, Riikka Salonen
|
Jun 02, 2019 |
|
8. Interview with Alan Norris from ServiceNow
|
May 14, 2019 |
|
7. CIO Interview: Virgin Trains, John Sullivan
|
May 07, 2019 |
|
6. Employees are different, learn how different profiles behave
|
May 06, 2019 |
|
5. Transparency with Experience Data is Crucial
|
May 05, 2019 |
|
4. Happiness Score™ in April 2019
|
May 05, 2019 |
|
3. When to start measuring Employee Experience
|
Apr 30, 2019 |
|
2. Motivation of Service Desk Agents
|
Apr 29, 2019 |
|
1. Employee Experience in ITSM
|
Apr 25, 2019 |