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26.02.2024 | 8 minute read

The Watermelon Effect of SLAs on ITSM and IT Service Experience

What do you think about the value, and appropriateness, of IT service desk service level agreements (SLAs)? Are you ...

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8 minute read

26.02.2024

The Watermelon Effect of SLAs on ITSM and IT Service Experience

What do you think about the value, and appropriateness, of IT service desk service level agreements (SLAs)? Are you ...

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ITXM Landscape
5 minute read

08.02.2024

The IT Experience Management (ITXM) Landscape

The IT experience management (ITXM) landscape currently has two dominant approaches. HappySignals advocates direct ...

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Adding XLAs to contractual agreements
10 minute read

29.01.2024

Adding XLAs To Contractual Agreements – The Four Main Options in Detail 

An earlier blog shared the four main options for adding experience level agreement targets (XLAs) to contractual ...

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KPIs for Help Desk Managers
6 minute read

14.12.2023

Which are the Most Important KPIs for Help Desk Managers?

The best metrics and key performance indicators (KPIs) to demonstrate IT help desk or IT service desk performance and ...

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XLA Introduction
5 minute read

07.12.2023

Choosing the Best Method for XLA Introduction in Your Organization 

Once your organization understands the benefits of experience management and experience level agreement (XLA) targets, ...

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What CEOs Need in 2024
5 minute read

28.11.2023

What CEOs Need from Their CIOs in 2024

Most businesses now rely on technology for optimal business operations and customer outcomes. Consequently, CIOs must ...

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6 minute read

15.11.2023

Forget CSAT Scores, Here’s What End-Users Really Think of IT Support

IT service desks have long held customer satisfaction (CSAT) up as the independent view of their performance. After ...

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Why XLAs
7 minute read

01.11.2023

Why IT Service Desks Need XLAs

IT service desk use of experience level agreements (XLAs) is becoming increasingly popular, with 2022 research by ...

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6 minute read

28.09.2023

The Importance of Experience Management to CIOs

“XLAs” or experience level agreements help organizations drive up operational efficiency and improve the resulting ...

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Remove SLAs
6 minute read

21.09.2023

Should you get rid of Service Level Agreements (SLAs)?

For years, I’ve been advocating for service level agreement targets, or SLAs for short, to be removed. I believe that ...

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