Sami Kallio on...
Here we look at IT service delivery and support’s direction in 2025, before looking at what’s needed to elevate employee experience in your organization.
Sami KallioThe growth in enterprise service management strategy adoption has opened the door for ITXM to be shared with other business functions. Here are two examples.
Sami KallioHere we share 15 practical tips for succeeding with XLAs experienced in "real life". Taken from an ITXM presentation delivered by Dean Underwood.
Sami KallioThis blog considers eight possible, sometimes probable, objections to XLAs and how best to handle them.
Sami KallioYearly IT Surveys only gives a snapshot of your IT performance once per year, which is not enough anymore. Instead you need real-time Experience Data.
Sami KallioThis blog shares the opinions of various IT service management (ITSM) industry authorities on what they think the future of IT support looks like.
Sami KallioDemotivated Service Agents will not serve end-users well. Experience Management gives Service Agents real-time feedback, so they are motivated to improve.
Sami KallioHere we discuss the actual worth of the commonly used IT help desk metrics to Help Desk Managers.
Sami KallioThis blog looks at the four most common ways to introduce XLAs into an organization.
Sami KallioThis blog quickly explains why XLAs or experience-focused targets are the best indicator of how well an IT service desk is meeting business and employee needs.
Sami Kallio