May 22 2019

Reducing IT Support Costs is a Bad IT Strategy (and This is What You Need to Do About It)

As an IT service desk manager, you’re probably often caught “between a rock and hard place.” 

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May 07 2019

It’s Time for Your IT Service Desk Strategies to Refocus from Cost to Business Value

Has the focus on IT support cost reduction really been the best option for CIOs and their senior management teams? 

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April 08 2019

The Founders’ Story – HappySignals

So, here’s the (short) story of how HappySignals started and how we are where we are. The company started about five years ago, so it’s a good time for all of us to look back, before going forward again at full steam.

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March 05 2019

5 Tips to an Employee-Driven Way of Working in ITSM

Let’s start with costs.

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February 12 2019

Don’t Let Your Service Level Agreements Run Your Business

When the IT support provider sees green, but your customers see red, it’s time to transform the traditional service level agreement key performance indicators to support better employee experience and productivity.

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February 12 2019

What has increased productivity got to do with employee happiness?

HappySignals provides an independent benchmark for the Service Management employee experience, that we call the Happiness Score™. 

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February 12 2019

The Real Cost of Reassigning IT Service Desk Tickets

The IT service management (ITSM) and IT support communities are quite rightly increasingly focused on employee or customer experience. More and more companies are focused on IT strategies and targeted improvements that.

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January 29 2019

What is the total cost of a ticket in your Service Desk?

What is the difference between an incident and a ticket? On the surface, this feels like an odd question and not one you would usually hear around the IT table. 

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June 18 2018

The effect of SLA's on ITSM and Service Experience. We call it the Water melon effect.

What do you think about the value, and appropriateness, of IT service desk service level agreements (SLAs)? Are you still heavily reliant on traditional SLAs for understanding your service desk’s performance? 

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June 30 2017

Tips to get started on your journey to Employee Experience excellence

We know employee and customer experience is important to you, we hear customers and friends tell us about their huge invested interested in providing better experience all the time.

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