Employee Experience from the Business Perspective

Posted on Tuesday 18 June 2019.

By Sami Kallio, CEO, HappySignals In 2019, with a growing focus on the importance of employee experience in IT support, it’s finally time to understand the “bigger picture” – that while IT service desks need to be efficient, they also need to be truly effective in meeting business needs. Importantly, this “meeting of business needs” is

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Service Improvement – Taking it up a Notch!

Posted on Tuesday 16 April 2019.

Attention to service improvement has certainly increased in the last year. Competition among service desks from many industries in both public and private sectors is fierce! In the latest ‘view from the frontline’ survey, results demonstrate that 36% of service desks expect to see a greater focus on continual improvement in the industry, and 66%

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IT Service Week Awards 2018

Posted on Wednesday 10 October 2018.

The week of 1st – 5th October saw this year’s IT Service Week spread some magic and a cast a spell over the ITSM community… This year’s IT Service Week (ITSW) celebrations were inspired by the theme of ‘Magic’ which a number of service desks and IT professionals took part in. ITSW is an online,

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CX: Delivering Happiness – The Series, Part 3

Posted on Monday 20 August 2018.

CX: Delivering Happiness The ‘CX: Delivering Happiness’ Series is all about the shift in the ITSM industry which is beginning to steer the focus away from traditional metrics and towards recognising the significance of the customer experience.  It will focus on everything from the ‘why’ and ‘how’ to measure CX, what affect it will have

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CX: Delivering Happiness – The Series, Part 1

Posted on Thursday 12 July 2018.

CX: Delivering Happiness SLA’s are vital to documenting customer requirements, KPI’s firmly have their place in service performance monitoring, but make sure you don’t fall into the data trap! The trap which involves losing sight of the ultimate aim behind any good service; not only to recognise that your focus is on the customer, but

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5 Reasons To Review Your Service Desk Performance Today

Posted on Thursday 5 April 2018.

Written by Alan Conduct, Head of Support Services at UKN Group   IT service desks should have an on-going positive impact on companies they serve. Whether your service desk is in-house or outsourced, your organisation should notice consistent operational improvements as a consequence of the work your service desk undertakes. Service desks can operate in two ways: proactive or reactive. Proactive

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