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28.11.2023 | 5 minute read

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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What CEOs Need in 2024
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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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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10 minute read

25.05.2023

How ITXM™ Fits into a World of Digital Transformation

If you ask ten people the question, "What is Digital Transformation?" you'll likely get more than ten answers. Each ...

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