What the new ITIL® (Version 5) gets right about experience
What does the new ITIL get right about experience? Read more about trust, engagement, and making digital technology feel as good as it functions.
Sakari Kyrö
The Signal · The HappySignals blog
Sakari Kyrö
23 July 2025
4 minute read
4 minute read
ITSM in 2025: Solving the Talent Gap and Rethinking Service Management
Explore key ITSM trends for 2025 with insights from consultant Sophie Hussey, from solving the talent gap to future-proofing service management.
Sakari Kyrö2 April 2025
4 minute read
4 minute read
AI Adoption Through Experimentation
Amidst the buzz surrounding AI, how can businesses separate hype from reality? Here with Alex Valette, we explore the practical steps for AI adoption.
Sakari Kyrö27 March 2025
5 minute read
5 minute read
IT Complexity, Change, and AI
Complexity, change, and AI dominate IT conversations—but are we approaching them the right way? In this discussion with Dave Snowden, we explore.
Sakari Kyrö27 February 2025
5 minute read
5 minute read
Agentic AI and Experience Data – They’re Better Together
AI adoption in IT organizations is accelerating faster than expected. This blog explores why experience data is crucial for maximizing AI’s potential in ITSM.
Sakari Kyrö30 January 2025
16 minute read
16 minute read
The Future of IT Support - A Crowdsourced Perspective
This crowdsource paper presents the thoughts of ten IT service management (ITSM) industry authorities on the future of IT support and how best to prepare for it.
Sakari Kyrö19 December 2024
5 minute read
5 minute read
IT Trends for 2025
This post provides an overview on what Roy Atkinson and Sakari Kyro expect to see as IT trends in 2025, including a link to a contributing podcast.
Sakari Kyrö31 October 2024
5 minute read
5 minute read
AI in ITSM: Avoiding the Hype and Focusing on Value
To truly harness GenAI's power in ITSM, companies must focus on the most important outcomes: improving service delivery and solving real problems.
Sakari Kyrö15 November 2023
5 minute read
5 minute read
Forget CSAT Scores, Here’s What End-Users Really Think of IT Support
CSAT scores might show end-user satisfaction, but there can still be underlying IT support issues. This article addresses the potential reasons.
Sakari Kyrö3 October 2022
7 minute read
7 minute read
Best Practice for DEX: People, Process and Tech - In That Order
Digital Employee Experience (DEX) is an umbrella term covering the 3 key aspects of IT; People, Process, and Technology. Learn what the best DEX practices are!
Sakari Kyrö