Continual Service Improvement (CSI)

Large IT organisations can have hundreds of IT projects per year. Make sure they are not done in silos but all focus on improving end-user happiness and productivity.

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Experience is the only metric that is applicable across all different CSI initiatives

If a service is business critical, it will show up in experience data, because end-users have higher expectations when rating IT services that are important for their work.

 

Key takeaways:

  • Real-time experience data that reflects how end-users feel about CSI initiatives is needed
  • HappySignals provides an out-of-the-box way to get that data across all of IT
  • Experience data and real-time insights make review meetings effective
  • Intuitive data filtering and project-specific shortcuts replace manual reports

 

Complementing traditional CSI outcome metrics, you can use HappySignals to justify projects that directly impact end-user experience. 

Having continuous end-user experience data enables you to identify how end-users perceive services before an improvement project, and how they feel afterwards - showing the value from their point of view. 

 

What is in it for you?

Make sure CSI initiatives support strategic goals

Streamline the delivery of IT initiatives that support your company's strategy by using a single key metric. HappySignals provides a single view that all teams can use when evaluating CSI initiatives.

You as the IT Leader get comparable and reliable data about the value those CSI projects create for your end-users, proving the value of IT for the whole business.

Make Experience the Goal of IT

You are likely to have your say in experience projects across a variety of teams and services. Having a tool like HappySignals makes your job much easier, as continuous IT Experience data gives you a real-time view into the felt experience among your enterprise end-users.

Having a single view for all stakeholders reduces friction in your work, by enabling all parties to agree on what works and what doesn't.

Align all parties to the same outcome goal

CSI projects become easier when your entire team, including vendors and contractors all work towards a shared goal of end-user happiness and producitivity.

Make HappySignals the central view of CSI initiative success, and build a culture of trust and collaboration towards that goal within your service area.

Same focus regardless of CSI initiative

CSI initiatives may come from above, from parallel teams, or be initiated from within your own team. When multiple different projects are simultaneously impacting the work of Service Agents, it becomes really important to use a single metric as a KPI in every situation.

HappySignals provides that real-time view into how your agents are performing and gives them the same view within their ITSM agent view as well.

Make sure CSI initiatives support strategic goals

Streamline the delivery of IT initiatives that support your company's strategy by using a single key metric. HappySignals provides a single view that all teams can use when evaluating CSI initiatives.

You as the IT Leader get comparable and reliable data about the value those CSI projects create for your end-users, proving the value of IT for the whole business.

Make Experience the Goal of IT

You are likely to have your say in experience projects across a variety of teams and services. Having a tool like HappySignals makes your job much easier, as continuous IT Experience data gives you a real-time view into the felt experience among your enterprise end-users.

Having a single view for all stakeholders reduces friction in your work, by enabling all parties to agree on what works and what doesn't.

Align all parties to the same outcome goal

CSI projects become easier when your entire team, including vendors and contractors all work towards a shared goal of end-user happiness and producitivity.

Make HappySignals the central view of CSI initiative success, and build a culture of trust and collaboration towards that goal within your service area.

Same focus regardless of CSI initiative

CSI initiatives may come from above, from parallel teams, or be initiated from within your own team. When multiple different projects are simultaneously impacting the work of Service Agents, it becomes really important to use a single metric as a KPI in every situation.

HappySignals provides that real-time view into how your agents are performing and gives them the same view within their ITSM agent view as well.


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Measure the Human-Centric Experience

HappySignals provides out-of-the-box research-backed surveys to get continuous experience data. Once you have enough data for a baseline, you can see if your Continual Service Improvement projects really result in improvements for end-user experience.

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Share the data with your team

Use experience data from HappySignals when defining what success looks like for your organization.

All stakeholders can agree on outcomes when experience data clearly shows end-user sentiment before and after CSI initiatives.

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Identify priorities that make a difference

Humans are the best sensors when it comes to indicating how critical different IT services are to end-users.

HappySignals enables CSI teams to use experience data when prioritizing their backlog of improvements, so that they have a real impact on end-user happiness and productivity.

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Understand where improvements were made

Understand the impact of CSI projects when they are completed. By using pre-defined shortcuts for the impacted service areas, all stakeholders can easily check in regularly to see how end-user happiness and productivity has changed.

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IT Experience Management Framework (ITXM™)

As a HappySignals customer, you get support from our Customer Happiness Managers to implement our IT Experience Framework. 

If your CSI processes are not optimized for using Experience Data as key metrics, you could find our framework useful. 

Read more


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