The IT Experience Podcast

In this episode, Mark Bewick interviews Martin Beecher about the evolution of IT experience management, the importance of data-driven insights, and how empathy and relationship-building are transforming IT service delivery.The shift from technical support to experience management in ITThe role of data in understanding and improving IT servicesThe importance of empathy and relationship-building in IT supportHow KPIs, SLAs, and feedback influence organizational changeThe impact of data-driven insights on customer satisfaction and service qualityTakeawaysData is central to modern IT experience management, providing insights that go beyond traditional KPIs.Empathy and emotional connection are crucial for effective service management and team motivation.Organizations are increasingly using data to support proactive decision-making and operational improvements.Customer feedback, even negative, can be a powerful tool for organizational growth when properly analyzed.The transition from technical support to experience management requires cultural change and a focus on relationships.Martin BeecherLinkedIn: https://www.linkedin.com/in/martin-beecher-25500262/

In this episode, Nora Osman shares her insights on human-centric leadership, the importance of authenticity, and practical strategies for transforming organizational culture through storytelling, empathy, and courage. Discover how her experiences and her book 'Zero to Hero' can inspire your leadership journey.The motivation behind writing 'Zero to Hero'The importance of authenticity in leadershipUsing storytelling to connect and teachThe 'Watermelon Effect' in IT dashboardsThe impact of experiential learning and toursOvercoming resistance to changeThe role of courage and vulnerability in leadershipThe 'Platinum Rule' in human interactionsBalancing structure and human considerationsKey take-awaysAuthenticity and storytelling are key to effective leadership.Experiential learning, like department tours, can transform organizational culture.Courage is doing things despite fear, not absence of fear.Treat people as they want to be treated, not as you want to be treated.Growth happens outside of comfort zones, embracing discomfort is essential.Nora OsmanLinkedIn - https://www.linkedin.com/in/nora-osman/Website - https://norvana.com/Quote’s from Nora"Courage is doing things despite being afraid""Do what's right, not just what's easy""Treat people as they want to be treated"ResourcesZero to Hero by Nora Osman - https://www.amazon.com/s?k=Zero+to+Hero+by+Nora+Osman

Register for the ITSM Summit 2026 at https://www.happysignals.com/itxm-summit/In this episode, Frank Fütz shares insights into IT experience management (ITXM), its importance, practical applications, and how it bridges the gap between traditional KPIs and actual user experience. Discover how to leverage ITXM to improve service quality, employee satisfaction, and business outcomes.Takeaways:The evolution from ITSM to ITXMThe impact of user experience on IT performanceUsing experience level agreements (XLAs) to measure successLinking KPIs to employee and customer satisfactionScaling ITXM across organizationsFollow Frank in LinkedIn: https://www.linkedin.com/in/frankfuetz/

In this episode of Meet the Practitioner, Mark Bewick engages with Donna Xanthidis and Sharon Aggarwal from Invesco to discuss the evolution and practical applications of IT Experience Management (ITXM). They explore the limitations of traditional metrics like CSAT, KPIs, and SLAs, emphasizing the need for a more human-centered approach to feedback and communication. The conversation highlights the importance of actionable insights derived from customer experiences and the positive impact of effective communication on service delivery. The episode concludes with practical advice for organizations looking to implement ITXM, encouraging a culture of continuous improvement and adaptability.TakeawaysCSAT metrics are often incomplete and don't provide full insights.Effective communication enhances the user experience significantly.ITXM allows for a more human-centered approach to IT services.Feedback should be actionable and lead to real improvements.Prioritization should be based on user experience, not just internal assumptions.Positive feedback can motivate teams and improve service delivery.Implementing ITXM can lead to a culture of continuous improvement.Don't be afraid to start the process of gathering feedback.Data from ITXM can reveal unexpected insights about user preferences.Flexibility in approach allows for quick adjustments in strategy.Donna XanthidisAssociate Director, Technology Customer Experience at Invesco Ltd.https://www.linkedin.com/in/donna-xanthidis-b06945103/Sharon AggarwalService Delivery Manager, Manager Global Server Operations at Invesco Ltd.https://www.linkedin.com/in/sharon-aggarwal-89a888/--Subscribe to our newsletter:LinkedIn: ⁠⁠⁠⁠https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/⁠⁠⁠⁠Email: ⁠⁠⁠⁠https://happysignals.com/itxm-insights

In this episode of the HappySignals podcast, host Sakari Kyrö interviews Lisa Bauer, who shares her journey through various industries and her experiences at IDEO. Lisa discusses the importance of human-centered design, the transition from an asking culture to an assigning culture in team dynamics, and the significance of stakeholder involvement in organizational change. She emphasizes the need for a culture of experimentation and continuous learning, drawing on her experiences to inspire others in their own transformation journeys.Lisa Bauer - https://www.itslisabauer.com/TakeawaysLisa is passionate about helping her colleagues and improving team collaboration.Her career path has been nonlinear, spanning various industries.Human-centered design is crucial for effective team dynamics.Transitioning from asking to assigning teams can enhance project outcomes.Involving stakeholders in the design process leads to better acceptance of changes.A culture of experimentation allows for learning and growth.Prototyping is essential in the design process.Identifying key players is vital for successful change management.Lisa aims to spread the values of human-centered design in traditional industries.Optimizing operations is a continuous journey that requires collaboration.Subscribe to our newsletter:LinkedIn: ⁠https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/⁠Email: ⁠https://happysignals.com/itxm-insights

CDW chief technologist Jaro Tomik joins host Sakari Kyrö to unpack two seismic shifts rocking enterprise IT: the rise of AI-washing and the pivot to experience-led service management. Hear how Jaro’s “escape-room for IT” workshops flip roles, surface hidden bottlenecks and turn data visibility into a zero-ticket, proactive support vision—all while keeping people and productivity front-and-centre.Key Take-awaysBeware AI-washing. Almost every vendor now claims “AI,” so leaders must cut through marketing noise to find real value.Employee experience is the new compass. Human-centred design and continuous experience data now guide project prioritisation.Scenario workshops build cross-functional empathy. Role-swapping lets teams feel each other’s pain, revealing blind spots safely.Service-desk reality is tough. Experiencing the frontline first-hand fosters respect and partnership between business and IT.Visibility requires three data lenses—technology, operational, experience. Only by merging all three can CIOs see true bottlenecks.A living roadmap tames VUCA change. A clear three-year vision anchors busy teams and retains talent.Automation + AI enable proactive, “zero-ticket” support. When IT knows device health and feelings up-front, users stay productive.External facilitation accelerates buy-in. An outside voice often unlocks trust and momentum that internal teams struggle to spark.Resources & Links mentionedJaro Tomik on LinkedIn – connect for daily enterprise-service-management insights https://www.linkedin.com/in/jarotomikCDW Enterprise Service Management – learn how CDW guides large enterprises through experience-led transformation https://www.cdw.com/Scenario-Based IT Workshops (Sunburst Simulations) – explore the escape-room-style workshop framework Jaro runs https://sunburst-simulations.com/Subscribe to our newsletter:LinkedIn: ⁠https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/⁠Email: ⁠https://happysignals.com/itxm-insights

LinkedIn’s rising IT-service-management voice Paul Brandvold joins HappySignals host Sakari Kyrö to unpack why plain-language storytelling, real-world leadership, and a healthy dose of common sense are reshaping how internal IT support shows value. From the hidden pressures driving talent away to the grassroots expertise you’ll need when rolling out AI, Paul shares practical lessons every CIO, IT director, and service-desk lead can act on today.Key Take-awaysStorytelling cuts through ITSM jargon. Simple analogies turn “boring” concepts into messages people remember.Common sense beats framework dogma. Follow ITIL where it helps, but bend the rules when reality demands it. Heroes are curious, service-minded “yes people.” They learn fast, step outside comfort zones, and keep teams resilient. Listen to the grassroots on AI. Front-line agents understand user pain far better than top-down strategy decks. Business stakeholders must see ITSM as a partner. Empathy and appreciation turn “thankless” support into joint value creation. Relentless upskilling is non-negotiable. Automation will claim repetitive tasks, but opens new roles for people who adapt.Resources & Links mentionedPaul Brandvold on LinkedIn – follow his daily ITSM insights ⁠https://www.linkedin.com/in/paulbrandvold⁠ITIL® Home – official site for the IT service-management framework Paul references ⁠https://www.axelos.com/best-practice-solutions/itil⁠Subscribe to our newsletter:LinkedIn: ⁠https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/⁠Email: ⁠https://happysignals.com/itxm-insights

In this episode of the HappySignals IT Experience podcast, host Sakari Kyrö speaks with service management and leadership consultant Sophie Hussey. They discuss the importance of future-proofing service management, the need for better education on service management in schools, and the visibility of career pathways in the field. Sophie emphasizes the significance of understanding the user experience, the role of service management in delivering services, and the challenges organizations face. They also explore the balance between data analysis and human insight, the role of mediation in service management, and how to recognize when external support is needed to improve organizational effectiveness.Follow Sophie on Linkedin: https://www.linkedin.com/in/sophiehussey/TakeawaysFuture-proofing service management is crucial for the industry.Education systems need to include service management in their curriculum.Service management can enhance user and colleague experiences.Visibility of career pathways in service management is lacking.Service management plays a significant role in delivering services effectively.Organizations often overlook the importance of talent management and leadership development.Reading between the lines can uncover deeper organizational issues.Data analysis must be complemented by human insight for effective decision-making.Mediation can help resolve conflicts and improve collaboration in teams.Recognizing symptoms of dysfunction can indicate the need for external support.Subscribe to our newsletterLinkedIn: ⁠https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/⁠Email: ⁠https://happysignals.com/itxm-insights

In this enlightening conversation, Dave Snowden discusses the principles of complexity science and its application in organizational change. He emphasizes the importance of understanding human interactions over attempting to change behavior directly. The discussion covers the evolution of ideas, the coherence of theories, and the role of culture in decision-making. Dave also highlights the significance of storytelling in mapping organizational culture and the need for real-time pattern detection through micro scenarios. The conversation concludes with insights on balancing human agency with AI in organizations and the necessity of creating spaces for innovation.Follow Dave on Linkedin: https://www.linkedin.com/in/dave-snowden-2a93b/TakeawaysComplexity science is essential for understanding human systems.Cultural dynamics significantly influence decision-making in organizations.Mapping organizational culture through stories provides valuable insights.Stimulating change requires altering interactions rather than behaviors.AI should complement human judgment, not replace it.Micro scenarios can reveal weak signals in complex systems.Creating informal networks fosters innovation and collaboration.Understanding context is crucial for effective organizational change.Organizations must adapt to the complexity of their environments.Real-time pattern detection is vital for navigating change.Subscribe to our newsletter:LinkedIn: ⁠https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/⁠Email: ⁠https://happysignals.com/itxm-insights

How PepsiCo is Transforming IT and Enterprise Services with Experience Management Presented by Prashant Arora, PepsiCo, Inc. Prashant discusses the transformative strategies PepsiCo has implemented to streamline its services and enhance the end-user experience. Their journey has been one of innovation, leveraging the brightest talent, digital platforms, and streamlined processes while shifting their focus from outputs to outcomes.

In this conversation, David Barrow discusses his experience in IT service management, drawing parallels between the principles of service management and the themes in the popular TV show 'Ted Lasso.' The conversation delves into the importance of learning from failure, building communities of practice, and the human aspect of leadership and team dynamics. The same findings are present in David Barrow's book "An education in Service Management", which is also discussed. Takeaways Learning from failure is a key aspect of service management and leadership. Building communities of practice and fostering a culture of experimentation and iterative improvement is essential for success in service management. The fear of failure is often worse than the failure itself, and it's important to embrace a mindset of learning and growth. The human aspect of leadership and team dynamics plays a significant role in the success of service management initiatives. David Barrow on Linkedin https://www.linkedin.com/in/solsevenstudio/ His book "An education in service management" https://www.oreilly.com/library/view/an-education-in/9781787784697/ -- To learn more about IT Experience Management (ITXM) Framework™, visit ⁠⁠⁠⁠www.happysignals.com/itxm-framework-it-experience-management⁠⁠⁠⁠ To learn about our Built-in XLA Management features: ⁠⁠⁠⁠https://www.happysignals.com/product/xla-management⁠⁠⁠⁠ Read our Practical Guide to XLAs: ⁠⁠⁠⁠https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas⁠

Claire Agutter, founder of Scopism, discusses the evolution of service management and the role of Service Integration and Management (SIAM). SIAM emerged from the outsourcing practices in the UK public sector and has become increasingly important as organizations work with multiple service providers. The focus of SIAM has shifted from managing large outsourcing contracts to developing a strategic approach to sourcing and managing services. The key to successful SIAM implementation is building a culture of communication and collaboration across all levels of the organization. The conversation discussed the options of setting up a service integration and management (SIAM) model internally or outsourcing it. It emphasized the importance of independence for the service integrator and the need for open communication between service providers and the customer organization. The option to outsource SIAM to large service providers was also mentioned, highlighting the benefits of their experience and guaranteed independence. The conversation highlighted the challenges of building relationships and trust in a SIAM model, especially in a remote working environment. It emphasized the need for cultural alignment, clear contracts, and a focus on results rather than blame. Claire Agutter has spent her career in the service management arena and founded Scopism to support service management professionals. SIAM evolved from the outsourcing practices in the UK public sector and has become increasingly important as organizations work with multiple service providers. The focus of SIAM has shifted from managing large outsourcing contracts to developing a strategic approach to sourcing and managing services. Building a culture of communication and collaboration is crucial for successful SIAM implementation. The decision to set up a SIAM model can be made internally or outsourced to a service provider. Independence for the service integrator is crucial in both cases. Cultural alignment, clear contracts, and a focus on results are important foundations for a successful SIAM model. Building relationships and trust is a continuous process in a SIAM model, and regular communication is essential. Skills required for a service integrator role include communication, relationship-building, and the ability to have difficult conversations. A background in customer service or hospitality can provide valuable skills for a service integrator role. Transparency, psychological safety, and a blame-free culture are key elements of a successful SIAM model. Senior management commitment and ongoing attention are necessary for the success of a SIAM transformation. Resources and assessments are available for organizations interested in implementing a SIAM model. -- To learn more about IT Experience Management (ITXM) Framework™, visit ⁠⁠⁠⁠www.happysignals.com/itxm-framework-it-experience-management⁠⁠⁠⁠ To learn about our Built-in XLA Management features: ⁠⁠⁠⁠https://www.happysignals.com/product/xla-management⁠⁠⁠⁠ Read our Practical Guide to XLAs: ⁠⁠⁠⁠https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas⁠

Register for the ITXM Summit 2024 on January 31st: https://www.happysignals.com/itxm-summit In This Episode we talk on XLA 1.0 Contract example and recommendations, it's your first step to XLAs with your outsourcing partners. This episode is related to the XLA whitepaper published by HappySignals and Bright Horse. Summary In this episode of the IT Experience podcast, the hosts discuss the XLA contract and provide recommendations for implementing it. They explain the concept of XLA, which stands for experience data, operational data, and technical data. They recommend starting with XLA 1.0, which focuses on experience data, before moving on to XLA 2.0, which includes tech and operational data. The hosts emphasize the importance of changing the way of working and prioritizing improvement areas. They also discuss the drawbacks of using penalties and rewards based on SLAs and provide a template for an XLA 1.0 contract. The episode concludes with a promotion for the IT Experience Management Summit. Takeaways Start with XLA 1.0 and focus on experience data before moving on to XLA 2.0. Change the way of working and prioritize improvement areas. Avoid using penalties and rewards based on SLAs. Calculate XLA score over a minimum of two months. Chapters 00:00 Introduction to IT Experience podcast 00:27 Continuing the series on XLA contract 00:50 Understanding XLA and its versions 03:08 Recommendations for XLA 1.0 04:13 Agreeing on the way of working 05:17 Setting priorities for improvement 06:25 Aligning with strategic initiatives 06:53 Avoiding penalties and rewards based on SLAs 08:31 Focusing on continuous improvement 09:47 Calculating XLA score over a minimum of two months11:10Example XLA 1.0 contract template12:29Promoting IT Experience Management Summit13:33Conclusion and call to action Find the whole whitepaper here: https://www.happysignals.com/how-to-incorporate-xlas-into-outsourcing-contracts