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21.09.2023 | 6 minute read

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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Remove SLAs
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 ...

Read more >
Is Human-centric IT the solution to the bad reputation of IT?
5 minute read

29.08.2023

What challenges does human-centric IT solve?

When we founded HappySignals eight years ago, we had spoken to service desk service providers and CIOs and identified ...

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9 minute read

13.07.2023

15 Tips for Starting with IT Experience Management

Employee, or end-user, experience management is a hot topic in IT, particularly when a productivity-based view of ...

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Why XLAs
10 minute read

06.07.2023

Why Your Organization Needs XLAs

If your IT organization is focused on improving its operations and outcomes, then it’s likely using service level ...

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Are You Overly Focused on Not Failing, Rather Than Succeeding, with IT Support?
6 minute read

17.05.2023

Are You Overly Focused on Not Failing, Rather Than Succeeding, with IT Support?

What’s more important for your IT service desk – getting a great piece of customer feedback or not getting any bad ...

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6 minute read

12.04.2023

Why Experience Management is Needed

You might have heard, “The king is dead; long live the king!” The same applies to service level agreements (SLAs) and ...

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XLAs and SLAs
11 minute read

09.03.2023

SLAs Are Not Enough: Why Your IT Organization Needs XLAs

IT service management (ITSM) best practice guidance such as ITIL has long espoused the need for service level ...

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Don’t Let Your Service Level Agreements Run Your Business
7 minute read

25.01.2023

Don’t Let Your Service Level Agreements Run Your Business

When you - as the IT support provider - see green, but your customers see red, it's time to consider a change to your ...

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It’s Time for Your IT Service Desk Strategies to Refocus from Cost to Business Value
14 minute read

16.01.2023

It’s Time for Your IT Service Desk Strategies to Refocus from Cost to Business Value

There has been a long-held view that the IT service desk is a “cost of quality,” i.e. it’s an additional and ...

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6 More Reasons Why MSPs
8 minute read

27.10.2022

6 More Reasons Why the Belief That Employee Experience Doesn’t Matter to MSPs is Flawed

In my previous blog, I challenged eight flawed assumptions or misinformed beliefs that people might have related to ...

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