Sami Kallio on...
ITXM should be a key part of any CIO toolbox – a key indicator of how well your IT department supports business needs and outcomes. This blog explains why.
Sami KallioIs Human-centric IT the solution to the bad reputation of IT? Focusing on outputs lead to 'Watermelon Effect' resulting to unhappy, unproductive end-users.
Sami KallioWithout the insights that XLA metrics provide, you're blind to the real issues experienced by end-users and their adverse impact. See more here.
Sami KallioThis article looks at why experience management data offers more than traditional SLAs.
Sami KallioWhen the IT support provider sees green, but your customers see red, it’s time to transform the traditional service level agreement (SLA) key performance indicators (KPI) to support better employee experience and ...
Sami KallioSurely the cost of the lost employee due to longer resolution times, and potentially failed resolutions, far outweighs the cost of handling a ticket?
Sami Kallio