Your telemetry says the device is fine. Your employee disagrees. Now what?
High device reliability scores don't always mean employees can do their jobs. Discover why telemetry alone misses the last mile.
HappySignals
The Signal · The HappySignals blog
Service Delivery
Every post on service delivery, newest first.
3 August 2026
5 minute read
5 minute read
Most CIOs know their CSAT score, but almost none know which 13% of tickets are causing 80% of their lost productivity
Your CSAT score looks fine. See how CIOs identify the 13% of IT tickets driving 80% of lost employee productivity.
HappySignals3 August 2026
5 minute read
5 minute read
IT service delivery: How many dashboards do you really need across vendors?
Managing IT service delivery across multiple vendors and towers? See how one unified dashboard replaces fragmented, vendor-by-vendor reporting.
HappySignals3 August 2026
4 minute read
4 minute read
Your SLAs show green, your end-users disagree
Your SLAs show green, but your end-users might disagree. See how ITSM service owners find which services are quietly failing employees.
HappySignals25 June 2026
3 minute read
3 minute read
What the new ITIL® (Version 5) gets right about experience
What does the new ITIL get right about experience? Read more about trust, engagement, and making digital technology feel as good as it functions.
Sakari Kyrö17 June 2026
3 minute read
3 minute read
Podcast: How Frank Fuetz stopped trusting green dashboards
Is CSAT still enough? Spoiler: it's not. Check out our podcast with Frank Fütz from Aldi Süd to hear how they solved this problem!
Mark Bewick16 June 2026
3 minute read
3 minute read
Is CSAT Still Relevant for IT Services?
While CSAT is simple and familiar, many IT organizations are starting to ask an important question: Is CSAT still enough? Read more about it in this blog.
Mark Bewick27 May 2026
4 minute read
4 minute read
Kalmar’s journey from IT metrics to experience intelligence
IT metrics can show green while employees quietly struggle. Learn how Kalmar rebuilt its IT services and why employee experience changed everything!
Silja Saviranta26 February 2026
5 minute read
5 minute read
Donna Xanthidis and Sharon Aggarwal on going beyond CSAT
Invesco’s ITXM leaders explain why CSAT is incomplete—and how “you said, we did” changed communication, prioritization, and trust.
Mark Bewick25 February 2026
2 minute read
2 minute read
SLAs are green, employees are red from frustration
SLAs measure ticket time, not employee time. And those two are very rarely the same thing. Read more about it on our blog!
Sami Kallio