Experience; the shared goal for IT

Having one overall metric to measure everything within your IT services isn't sufficient for providing in-depth information on your end-users happiness and IT service satisfaction. This is essentially the equivalent of going into a store and, when leaving, being prompted with the four smiley faces asking you how your experience was - it means nothing. You could have had an easy time finding your product; however, the customer service was shocking. How can you then accurately rate your experience with one metric?

Apply this same example to IT services - you have many people managing different service departments (i.e., from the office environment to mobile devices to remote workers). How can you efficiently measure all these various services with one metric?

By creating Experience as the shared goal for your IT department, you then create Employee Experience as the outcome of your IT services.

In this episode of Happy in 15, Pasi and Sami begin discussing why Experience needs to be the shared goal for IT. They dig deep into how Ahlstrom Munksjö uses experience data to increase happiness with support services, as well as different models and examples that can benefit the whole IT team - from the CIO down to Service Desk Agents.

Prefer to read? Read Sami's blog on how to make Experience a shared goal in your IT.

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