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Top 7 use cases for experience-driven ITSM

Explore the top 7 ITSM use cases helping turn ITSM operations into outcomes people love. Uncover where frustration builds up, why it happens, and how to fix what truly matters.

  • Pasi NikkanenPasi NikkanenCo-founder, HappySignals
  • Mark BewickMark BewickSenior ITXM Advisor, HappySignals
The session

Top 7 ITSM Use Cases Every Organization Should Know

From reducing reassignment count and enhancing channel efficiency to recognizing automation opportunities and proactive service delivery, you’ll discover how to elevate your ITSM strategy, motivate teams with positivity, and move your organization beyond tickets.

Know where the frustration is
Understand reasons why people complain
Develop & optimize channels efficiency
Reduce MTTR with reassignment count
Recognize automation opportunities (agentic AI)
Know your end-users
Motivate your teams with positivity

Who it is for

Is this session for you?

CIOs and IT leaders

See whether your technology investments make work better for employees, and bring that proof to the CEO and CFO.

IT service owners

See how your services feel to the people who use them, even when the SLAs are green, and put improvement effort where it removes the most friction.

Service desk managers

See which channels and ticket types frustrate employees, fix the causes, and show your agents the difference their work makes.

I’m interested in

Fast does not mean fixed.

A 30-minute call with a service delivery specialist. Bring your last CSAT report.

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