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08.07.2025 | 5 minute read
More tickets resolved, less brain power wasted: Customer support in 2025
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ITXM
Employee Experience
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Global IT Experience Report
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More tickets resolved, less brain power wasted: Customer support in 2025
The Compliance Nightmare – When IT Experience Debt Compromises Security
How to Drive Continual Improvement with IT Experience Data
The Glassdoor Effect: What ITXM Tells Your Future Innovators
AI Adoption Through Experimentation
IT Complexity, Change, and AI
The Missing Link in ITSM – Why Employee Experience Metrics Should Drive IT Strategy
How to Gain Senior Leadership Buy-in for IT Experience Management (ITXM)
A People-First Approach to IT Decision-Making and XLAs
Agentic AI and Experience Data – They’re Better Together
How to Make IT Experience Management (ITXM) Quick Wins
How to Create an IT Experience Management (ITXM) Strategy
What Will It Take To Elevate Employee Experience in Your Organization?
The Future of IT Support - A Crowdsourced Perspective
18 Key Employee Experience Statistics for 2025
Practical Examples of Using ITXM in IT Decision Making
The Importance of Organizational Change Management (OCM) to ITXM
IT Trends for 2025
The Real Productivity Issue for Your IT Organization
How to Improve Your IT Service Portal with Experience Data
Three Ways Good ITXM Makes ITSM Better
Using ITXM in Other Business Functions
Aligning Priorities for Improvement
Chris Fazey on Leading IT Transformation at Campari Group
The History of the Watermelon Effect in IT
Driving Transformative IT and GBS Experiences at PepsiCo
AI in ITSM: Avoiding the Hype and Focusing on Value
What IT Service Quality Means in 2025 and Beyond
Top Tips for Introducing and Adopting ITXM
IT Experience Management: See Your Image, Not Your Reflection
Why IT Support is Really People Support
Why CIOs Need to Care About the Watermelon Effect
15 Practical Tips for Succeeding with XLAs
Dealing with the Major Objections to XLAs
Overcoming Objections to ITXM
How to Solve the Issue of High IT Service Desk Bounced Ticket Levels
A Brief History of IT Experience Management (ITXM)
How Experience Management Ties in with Other ITSM Trends
How Experience Management Can Help Shape AI Initiatives
How to Set Up XLAs in ServiceNow
12 Tips for Better IT Decision-Making Using Experience Data
Better IT Decision-Making Through Experience Data and Insight
End-User Personas are Changing; What About Your IT Support Capabilities and Targets?
Practical Tips for Addressing the “Watermelon Effect”
“Death By Watermelon” – How Will Your IT Organization Avoid It?
Are Yearly IT Surveys useless?
Lessons from Old-School Metrics: The Limits of Utilization
4 Key IT Support Trends and the Importance of Experience Data
The Future of IT Support – A Crowdsourced View
Why Humans are the Best Sensors of IT Experience
The Dangers of Relying on DEX Tools Alone
The Financial Impact of Interruptions
Ticket bouncing, frustrated end-users – what can IT do?
Motivate your Service Desk with Experience Management Data
XLA - The Benefits of Experience Level Agreements
The Watermelon Effect of SLAs on ITSM and IT Service Experience
#XLA - What are Experience Level Agreements?
The IT Experience Management (ITXM) Landscape
Adding XLAs To Contractual Agreements – The Four Main Options in Detail
Trends Driving ITXM in 2024
Which are the Most Important KPIs for Help Desk Managers?
Choosing the Best Method for XLA Introduction in Your Organization
What CEOs Need from Their CIOs in 2024
Forget CSAT Scores, Here’s What End-Users Really Think of IT Support
Why IT Service Desks Need XLAs
The Importance of Experience Management to CIOs
Should you get rid of Service Level Agreements (SLAs)?
Why Should You Be Using XLAs?
What challenges does human-centric IT solve?
15 Tips for Starting with IT Experience Management
Why Your Organization Needs XLAs
How ITXM™ Fits into a World of Digital Transformation
Are You Overly Focused on Not Failing, Rather Than Succeeding, with IT Support?
ITIL 4 and Employee Experience: The Workforce and Talent Management Practice Guide
Lost Time is Lost Money
Why Experience Management is Needed
Where the Core ITIL 4 Practices Link to Experience
Hello Sharing, Goodbye Silos: Why Sharing ITXM™ Feedback Is Important
#XLA - The Key Differences Between XLAs and SLAs
SLAs Are Not Enough: Why Your IT Organization Needs XLAs
Keeping the End-User in End-User Experience
MSPs and the Need for Experience Management
Don’t Let Your Service Level Agreements Run Your Business
It’s Time for Your IT Service Desk Strategies to Refocus from Cost to Business Value
CIO Agenda in 2023: Predictions from Roy Atkinson
The Real Cost of Reassigning IT Service Desk Tickets
What is the total cost of a ticket in your IT Service Desk?
6 More Reasons Why the Belief That Employee Experience Doesn’t Matter to MSPs is Flawed
8 Reasons Why the Belief That Employee Experience Doesn’t Matter to MSPs is Flawed
How to Get a Better Understanding of All End-User IT Touchpoints in ServiceNow
Best Practice for DEX: People, Process and Tech - In That Order
What Makes the Biggest Difference to End-user IT Support Experiences?
How to Create the Business Case for IT Experience Management
How to Leverage EX Data to Drive Continual Improvement
Continual Improvement Success Through End-User Happiness – A Customer’s Story
How the ITXM™ Framework Integrates with Continual Improvement
The Common Continual Improvement Opportunities Identified Through Experience Data
Perception vs. Technical Performance Data – Here’s Why and Where They Commonly Differ
Focusing Your Continual Improvement Investments Through the Lens of Experience
Continual Improvement Explained
Experience Management Acronyms Explained
How Companies Use Experience Data to Improve Their Bottom Line
IT’s going all-In on Employee Experience, but where does HR fit In?
Virtual Tech Bars: Recreating the IT walk-in experience, with Sophos
How to Create Instant Feedback Loops with Flow Designer in ServiceNow
Don't make this mistake with your (new) ServiceNow platform!
5 practical steps to start your human-centric IT journey
Why Continual Improvement Needs Employee Experience Data
Make Experience a shared goal for IT
Happiness Score™ - What would be a good score for your company?
How to Develop Channels with Experience Data in ServiceNow
Experience is about People, Process, and Technology - in that order
Driving human-centric IT Service Management with whyaye
What makes Enterprise IT end-users happy in 2021?
How to Automate the Right Processes in ServiceNow
How to use Real-time Experience Data in ServiceNow to understand where End-users struggle the most
Common XLA Mistakes and How to Avoid Them
47. CIOs are the Driving Force for Cultural Change, with Karen Ferris
45. #XLA - Experience Management Benefits all Business Roles
44. #XLA - Employee Experience, with Roy Atkinson - Part 2
#XLA - Experience is More than an Agreement
#XLA - Employee Experience, with Roy Atkinson - Part 1
#XLA - Why SLAs Miss the Reality of a Situation, with TOPdesk's Hannah Price
Forgetting about end-users of IT services can be costly
#XLA - Is Happiness Overrated with Giarte CEO, Marco Gianotten
Experience and Outcome Metrics with Barclay Rae
CIOs – Use IT Support Transparency to Drive Better Results
How have IT Service Leaders Maintained Employee Experience During Covid-19?
Create a Remote First Culture for your Enterprise
How 5,500 End-Users Feel About Remote Work, Latest Survey Results
Is your IT (Support) Ready for a Wave of New Remote Workers?
Enfo's Journey to Modern IT Service Provider (MSP)
CIO Interview: How to Create End-User Centric Culture?
What Impacts Employee Experience in ServiceNow?
Internal Service Desks make Employees 47% More Productive with XLA?
Reducing IT Support Costs is a Bad IT Strategy
Our Customers Increase Productivity 26% by Making People Happier
Impact of ServiceNow's Reassignment Count on Employees Productivity
2020 ITSM Trends with Stephen Mann / itsm.tools
Campari 'Goes a Sip Beyond' by Transforming their Employee Experience
Steps to Happiness in Employee Experience
The Founders’ Story – HappySignals
Showing Value of ServiceNow Usage with Employee Experience
From IT Cost to Business Value using Employee Experience
$900B was wasted last year in Digital Transformation
Step by Step Guide to Empowering Employee Experience with Oscar Berg
Make your Automation Case with Experience Data
Why the best time to start measuring is now
Empathic Building, The Future of Office Work with Tomi Teikko
How do you make a business case for employee experience measurement?
How does Service Management fit into Employee Experience Equation?
Service Alert: Support portals are wasting employees worktime
Top ITSM Trends to Watch in 2019 by CIOReview.com
Region Midtjylland, Providing Experience for Hospitals
At Avanti West Coast, IT End-user Happiness is All That Matters
Fujitsu and Tieto, discussion on MSPs and changing world of outsourcing
Happiest Enterprise 2019 - Finnish Postal Company, Riikka Salonen
Event recording: How to improve user satisfaction and reduce lost work time?
Interview with Alan Norris from ServiceNow
CIO Interview: John Sullivan, Avanti West Coast
IT Support Profiles
Transparency with Experience Data
Happiness Score™ in April 2019
When to start measuring Employee Experience
Motivation of Service Desk Agents
Employee Experience in ITSM
5 Tips to an Employee-Driven Way of Working in ITSM
Employee Experience vs Customer Satisfaction: Why you need to know the difference
Tips to get started on your journey to Employee Experience excellence