Articles, benchmark data, and customer stories on the human side of technology at work.
Is 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 KallioFollowing the latest Practical Guide to XLAs, Sami and Pasi start discussing the chapter XLA vs SLA and the key differences between the two.
Pasi NikkanenWhen 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 KallioUnderstanding the average cost per ticket of your IT Service Desk is essential. Here we explain why and how to measure the Service Desk ticket cost in ITSM.
Pasi NikkanenDigital Employee Experience (DEX) is an umbrella term covering the 3 key aspects of IT; People, Process, and Technology. Learn what the best DEX practices are!
Sakari KyröThis blog takes a deep dive into what continual improvement is, where to focus your efforts, pitfalls to avoid, and where end-user feedback fits in.
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