12 April 2023
5 minute read
5 minute read
Why Experience Management is Needed
This article looks at why experience management data offers more than traditional SLAs.
Sami Kallio
The Signal · The HappySignals blog
Experience Intelligence
Every post on experience intelligence, newest first.
Sami Kallio10 March 2023
6 minute read
6 minute read
#XLA - The Key Differences Between XLAs and SLAs
Following the latest Practical Guide to XLAs, Sami and Pasi start discussing the chapter XLA vs SLA and the key differences between the two.
Pasi Nikkanen25 January 2023
4 minute read
4 minute read
Don’t Let Your Service Level Agreements Run Your Business
When 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 Kallio16 January 2023
6 minute read
6 minute read
It’s Time for Your IT Service Desk Strategies to Refocus from Cost to Business Value
Surely the cost of the lost employee due to longer resolution times, and potentially failed resolutions, far outweighs the cost of handling a ticket?
Sami Kallio22 November 2022
5 minute read
5 minute read
What is the total cost of a ticket in your IT Service Desk?
Understanding 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 Nikkanen3 October 2022
7 minute read
7 minute read
Best Practice for DEX: People, Process and Tech - In That Order
Digital 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 Kyrö2 March 2022
7 minute read
7 minute read
Continual improvement explained
This 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.
HappySignals