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02.04.2024 | 7 minute read

Why Humans are the Best Sensors of IT Experience

HappySignals was created with a vision for IT service management (ITSM) to be more human-centric — for IT service ...

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7 minute read

02.04.2024

Why Humans are the Best Sensors of IT Experience

HappySignals was created with a vision for IT service management (ITSM) to be more human-centric — for IT service ...

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ticket bouncing
5 minute read

13.03.2024

Ticket bouncing, frustrated end-users – what can IT do?

Have you ever called a customer service department only to be passed from one customer service agent to another while ...

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Benefits of Experience Level Agreements
6 minute read

29.02.2024

XLA - The Benefits of Experience Level Agreements

Service level agreements (SLAs) are no longer what organizations and their IT service providers need, with employee ...

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7 minute read

22.02.2024

#XLA - What are Experience Level Agreements?

Experience level agreements (XLAs) are an increasingly popular topic in IT service management (ITSM). However, the XLA ...

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The differences between XLAs and SLAs
8 minute read

10.03.2023

#XLA - The Key Differences Between XLAs and SLAs

When presented with information related to your organization’s need for Experience Level Agreements, you might be left ...

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CIO Agenda in 2023
12 minute read

10.01.2023

CIO Agenda in 2023: Predictions from Roy Atkinson 

In this episode of the IT Experience Podcast, we spoke with Roy Atkinson of Clifton Butterfield to find out what he ...

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The Cost of Reassignging Tickets
6 minute read

15.12.2022

The Real Cost of Reassigning IT Service Desk Tickets

The IT service management (ITSM) and IT support communities are quite rightly increasingly focused on employee or ...

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the-total-cost-of-a-ticket-in-your-IT-service-desk
5 minute read

22.11.2022

What is the total cost of a ticket in your IT Service Desk?

What’s the difference between an incident and a ticket? On the surface, this feels like an odd question and not one you ...

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ITXM Framework and Continual Improvement
10 minute read

12.04.2022

How the ITXM™ Framework Integrates with Continual Improvement 

IT service management (ITSM) is about improvement. This improvement can cover IT services, operations, experiences, and ...

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IT Walk-in Service Experience
5 minute read

03.09.2021

Virtual Tech Bars: Recreating the IT walk-in experience, with Sophos

IT Support Services usually handles employees’ IT Incidents and Requests via digital channels like Email or Portals, ...

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