Articles, benchmark data, and customer stories on the human side of technology at work.
Taking the holistic view provided by IT experience management cuts through the watermelon to expose the true nature between IT and consumers.
Roy AtkinsonThe name “IT support” has encouraged an IT-centric approach to corporate IT service and support and continues to do so. But does it need to change?
Stephen MannHere 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 KallioThere is much connective tissue between various ITSM trends, and it is, in fact, experience management that ties all the other key ITSM trends together. This blog explains how.
Stephen MannThis post by Roy Atkinson looks at how gathering experience data—specifically data from IT's end-users—can guide the choice AI initiatives.
Roy AtkinsonYearly 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 KallioHere Roy Atkinson looks at the financial impact of interruptions and how they impact your business.
Roy AtkinsonUse Experience Management to identify and tackle the causes of ticket reassignments in your organization; give hours back to your end-users and business.
Pasi Nikkanen