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14.12.2023 | 6 minute read

Which are the Most Important KPIs for Help Desk Managers?

The best metrics and key performance indicators (KPIs) to demonstrate IT help desk or IT service desk performance and ...

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KPIs for Help Desk Managers
KPIs for Help Desk Managers
6 minute read

14.12.2023

Which are the Most Important KPIs for Help Desk Managers?

The best metrics and key performance indicators (KPIs) to demonstrate IT help desk or IT service desk performance and ...

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XLA Introduction
5 minute read

07.12.2023

Choosing the Best Method for XLA Introduction in Your Organization 

Once your organization understands the benefits of experience management and experience level agreement (XLA) targets, ...

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What CEOs Need in 2024
5 minute read

28.11.2023

What CEOs Need from Their CIOs in 2024

Most businesses now rely on technology for optimal business operations and customer outcomes. Consequently, CIOs must ...

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6 minute read

15.11.2023

Forget CSAT Scores, Here’s What End-Users Really Think of IT Support

IT service desks have long held customer satisfaction (CSAT) up as the independent view of their performance. After ...

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Why XLAs
7 minute read

01.11.2023

Why IT Service Desks Need XLAs

IT service desk use of experience level agreements (XLAs) is becoming increasingly popular, with 2022 research by ...

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6 minute read

28.09.2023

The Importance of Experience Management to CIOs

“XLAs” or experience level agreements help organizations drive up operational efficiency and improve the resulting ...

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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 ...

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Why Should You Be Using XLAs
10 minute read

13.09.2023

Why Should You Be Using XLAs?

By now, we should all be aware that XLA stands for Experience Level Agreement. In service and support, we've all seen ...

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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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