Assure Quality MSP Outsourcing

IT outsourcing provides cost savings, but with experience management, you get quality improvements too.

MSP-happiness-vs-cost-scale

Talk to an Expert

Schedule a meeting with our VP of Global Partnerships and Alliances, to discuss Experience Management in a GSI/MSP environment.

Katie Bates

Experience data provides focus where it matters most

Traditional IT metrics, such as service level agreements (SLAs), don’t show the whole picture (maybe even the wrong picture). Experience data addresses this issue, with significant benefits for both the customer organization and the IT outsourcing partner. 

 

Ask yourself these five questions:

    • While outsourcing IT is attractive from a cost perspective, do your IT services suffer? 
    • Your IT dashboard shows SLAs are green, but employees see IT’s performance as red – do you know where to focus to fix this performance “gap”? 
    • Changing IT service provider is risky and expensive – do you include end-user productivity in your decision-making criteria? 
    • Service provider and client relationships can be adversarial – do you have the transparency, accountability, and control to help prevent this (and the adverse consequences)?

 

HappySignals complements your existing IT metrics to drive improvements that matter most to your end-users. It helps with improvement success, too, by identifying the perceived value of services before, during, and after improvement delivery. 

 

Download our Whitepaper "How Customers and MSPs Benefit from Experience Management".

 

What's in it for you?

Ensure service delivery meets expectations

Use experience data as a shared goal for teams to optimize the delivery of IT services. HappySignals helps by providing a scalable method for consistently meeting and exceeding experience targets.  

 
The shared view of experience provides insights into how services are perceived beyond SLAs and other traditional IT metrics.  

Use experience data to guide strategic decisions

Understand the difference between traditional IT metrics and experience data that drives alignment. HappySignals allows you to focus on what matters most to the business. 

Use happiness with IT services as a guiding metric for understanding the level of IT success. 

Align everyone to the same goal

Service management becomes easier when internal and external stakeholders agree on a shared goal of end-user happiness and productivity. 

Use HappySignals data as the authoritative view of IT experience and to help build a culture of trust and collaboration. 


 

Happier end-users lead to more motivated agents

Experience data shows the value your team delivers by making end-users happy and productive at work. 

HappySignals customers find that agents are easier to motivate and retain when they see the positive impact of their work. 

Ensure service delivery meets expectations

Use experience data as a shared goal for teams to optimize the delivery of IT services. HappySignals helps by providing a scalable method for consistently meeting and exceeding experience targets.  

 
The shared view of experience provides insights into how services are perceived beyond SLAs and other traditional IT metrics.  

Use experience data to guide strategic decisions

Understand the difference between traditional IT metrics and experience data that drives alignment. HappySignals allows you to focus on what matters most to the business. 

Use happiness with IT services as a guiding metric for understanding the level of IT success. 

Align everyone to the same goal

Service management becomes easier when internal and external stakeholders agree on a shared goal of end-user happiness and productivity. 

Use HappySignals data as the authoritative view of IT experience and to help build a culture of trust and collaboration. 


 

Happier end-users lead to more motivated agents

Experience data shows the value your team delivers by making end-users happy and productive at work. 

HappySignals customers find that agents are easier to motivate and retain when they see the positive impact of their work. 

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Complement SLAs with experience data

SLA metrics show availability and operational performance which, although essential, doesn’t tell the whole story. 

Experience level agreements (XLAs) go beyond traditional SLAs by tracking whether end-users achieved what they wanted. 

HappySignals makes this process easy with out-of-the-box, research-backed surveys that provide reliable and comparable data for XLA introduction. 

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Increase trust in IT performance reporting

SLA metrics show availability and operational performance which, although essential, doesn’t tell the whole story. 

Experience level agreements (XLAs) go beyond traditional SLAs by tracking whether end-users achieved what they wanted. 

HappySignals makes this process easy with out-of-the-box, research-backed surveys that provide reliable and comparable data for XLA introduction. 

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Prioritize initiatives that make a difference

Humans are the best sensors for assessing the criticality of different IT services to end-users. 

HappySignals enables managed service providers to use experience data to prioritize improvement projects based on “what matters most.” 

Teams can focus resources where the highest impact on end-user happiness and productivity is needed. 

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Quantify the impact of improvements

Continuously track your improvement initiatives’ impact on end-users – before, during, and after changes are made.  

Use HappySignals experience data to demonstrate the value of improvements and course-correct them when needed. 

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Make experience management practical with the ITXM framework

HappySignals customers get ongoing help with using and benefitting from the ITXM Framework.  

HappySignals work with the largest outsourced IT service providers to train their internal stakeholders and teams in ITXM practices. 

The ITXM Framework and HappySignals platform are compatible with existing ITIL and DevOps best practices making it a good fit for most service management organizations.

Learn more about our ITXM™ Framework.

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HappySignals works with the leading IT outsourcing providers

HappySignals works with the leading Global Service Integrators and MSPs.  

Learn More

 

Schedule a 30min Meeting

Quality Assured Outsourcing

Interested in learning more about assuring the quality of your IT outsourcing? 
 
Key benefits: 

  • Experience management is a key to enabling your business stakeholders to understand the value IT delivers to the organization in a language they understand (unlike SLAs) 
  • Showing tangible improvements across what truly matters to your business in a language they understand will then enable you to build trust and gain further support for your projects 
  • Utilization of global data will help you focus on the improvements that will lead to improved happiness not only with IT service desk but improve employee experience and, therefore, retention, saving your organization costs of onboarding new employees

Book a session with our VP of Global Partnerships and Alliances, Katie Bates.
 

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