Drive Quality Assured Outsourcing

IT outsourcing does provide cost savings but combined with experience management you can get the best quality service for your money. 

 

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Experience data provides focus where it matters 

Traditional IT metrics (SLAs and other IT KPIs) do not capture the full picture. Having Experience data has several benefits for both the enterprise and the IT outsourcing partner. 

 

Ask yourself these questions:

  • Outsourcing IT is attractive from a cost perspective - but will your services suffer?
  • 80% of employee lost time comes from 13% of IT issues - do you know where your 13% is?
  • SLA’s are green, you know the service to employees is red – do you know where to focus to fix it?
  • Changing service provider is risky and expensive – do you monitor business productivity in your decision making criteria?
  • Contracts often dictate an adversarial relationship between service provider and client – do you have transparency, accountability and control?

 

Complementing traditional IT metrics, you can use HappySignals to justify projects that matter the most to end-users. Experience data enables you to identify the perceived value of services before, during and after improvement projects.

 

Download the Whitepaper "How Customers and MSPs Benefit from Experience Management".

 

What's in it for you?

Make sure service delivery meets expectations

Streamline the delivery of IT services by using Experience data as a shared goal for teams. HappySignals provides a scalable method to meet and exceed experience targets on a regular basis.

Having a shared view of experience provides you with insights of how services are perceived -beyond SLAs and other IT metrics. 

Use experience data to guide strategic decisions

You know the difference between vanity metrics and data that drives alignment. HappySignals allows 100% focus on running a successful business for employees, clients, and stakeholders.

Using happiness with IT services as a guiding principle removes the debates about what good looks like.

Align everyone to the same goal

Service management becomes easier when internal and external stakeholders agree on a shared goal of end-user happiness and productivity.

Making HappySignals the central view of IT Experience, helps you build a culture of trust and collaboration.


 

Happier end-users leads to more motivated agents

Experience data shows the value your team is providing by making end-users happy and productive at work.

HappySignals customers have found that agents are easier to motivate and retain when they see the impact of their work.

Make sure service delivery meets expectations

Streamline the delivery of IT services by using Experience data as a shared goal for teams. HappySignals provides a scalable method to meet and exceed experience targets on a regular basis.

Having a shared view of experience provides you with insights of how services are perceived -beyond SLAs and other IT metrics. 

Use experience data to guide strategic decisions

You know the difference between vanity metrics and data that drives alignment. HappySignals allows 100% focus on running a successful business for employees, clients, and stakeholders.

Using happiness with IT services as a guiding principle removes the debates about what good looks like.

Align everyone to the same goal

Service management becomes easier when internal and external stakeholders agree on a shared goal of end-user happiness and productivity.

Making HappySignals the central view of IT Experience, helps you build a culture of trust and collaboration.


 

Happier end-users leads to more motivated agents

Experience data shows the value your team is providing by making end-users happy and productive at work.

HappySignals customers have found that agents are easier to motivate and retain when they see the impact of their work.


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Complement SLAs with Experience data

SLAs capture availability and performance metrics, which are important, but do not tell the whole story.

XLAs go beyond traditional SLAs by tracking whether end-users achieved what they wanted.

HappySignals makes the process easy with out-of-the-box research-backed surveys to provide reliable and comparable data for XLA introduction when the time is right.

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Increase trust in IT reports

IT Service Providers have often been guilty of beautifying KPIs to make them look green, often because of punitive agreements that create unhealthy incentives for data manipulation.

HappySignals provides one shared, transparent view where all the stakeholder have access to the same data. 

This drives transparency and trust, removing incentives to misrepresent the real state of IT.

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Prioritize initiatives that make a difference

Humans are the best sensors to indicate how critical different IT services are to end-users.

HappySignals enables MSPs to use experience data when prioritizing their backlog of improvement projects.

This enables focusing resources where the highest impact on end-user happiness and productivity is expected.

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Quantify the impact of improvements

Continuously track the improvement projects' impact on end users – before, during, and after completion.

With built-in XLA and improvement initiative management on the HappySignals platform, all stakeholders can regularly track and quantify the impact projects have on end user happiness and productivity.

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Make Experience Management practical with the ITXM framework

All HappySignals customers get ongoing help with implementing our IT Experience Framework. 

We work with the largest Outsourced IT Service Providers, with whom we collaborate to train their internal stakeholders and teams in ITXM practices.

The ITXM framework and platform have been built to be compatible with existing best practices from ITIL and DevOPS - making it compatible with most IT Service Management organisations.

Learn more about our ITXM™ Framework.


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We work with the Leading IT Outsourcing Providers

HappySignals works with the leading Global Service Integrators and Managed Service Provides. Find out more about what the benefits are.

Learn More

 

Schedule a 30min Meeting

 

Quality Assured Outsourcing

 

Interested in learning more about how to ensure the quality of your IT outsourcing?

Key benefits:

  • Experience management is a key to enable your business stakeholders to understand the value IT delivers to the organisation in a language they understand (unlike SLA)
  • Showing tangible improvements across what truly matters to your business, in a language they understand, will then enable you to build trust and gain further support for your projects
  • Utilisation of global data will help you focus on the improvements that will lead to improved happiness not only with ITSD, but improve employee experience, and therefore retention, saving your organisation costs of onboarding new employees

 

Book a session with our VP of Global Partnerships and Alliances, Katie Bates.