The origin of ITXM
Experience Management is not a new concept, but ITXM brings those principles into IT operations. This allows IT teams to focus on the end-user outcomes as a shared objective.
The Watermelon Effect
While IT SLAs and KPIs may appear green on the surface, beneath the surface, end-users might express dissatisfaction with IT services. ITXM aims to fix this discrepancy.
Humans as sensors
IT experience focuses on end-users' perceptions of IT services. Humans are the best sensors, as experience data enables IT to know if their work is valued across all IT touch points.
Measure early
The advantage of measuring early is that you can get a baseline before changes, to understand whether the actions you take later are having the positive impact you hoped for.
Measure continuously
Measuring experience once a year is like checking the weather outside today, and expecting it to be the same the whole year.
Link to operational data
Connecting experience data to operational data enables understanding the context by integrating information from ITSM tools with user experience data.
Transparency leads to trust
Openly sharing experience data cultivates trust, which leads to shared focus. With trust established, you enable collaborative decision-making and positive outcomes.
Share the good and the bad
Don't only communicate improvement areas; highlight successes, too. This aids IT in pinpointing experience gaps and areas where success can be celebrated
"You said, we did"
This type of communication refers to a process where IT communicates with end-users about how their feedback has influenced IT decisions and improvements.
Experience vs sentiment
Experience is the outcome, the journey from start to finish. End-user sentiment can change many times during that journey.
People, process, technology
Understanding how end-users feel about IT, helps identify what really matters to end-users, but also which processes and technologies are involved.
Global benchmarks
See how IT in your organization compares to other HappySignals users globally. Account for cultural differences in rating behavior.
Improve what matters most
Make improvements that lead to more smiles and less wasted time for both end-users and IT personnel in their daily work.
Give time to maturity
Successful ITXM adoption takes time. When starting with experience management, it’s best to “go slow to go fast.”
Celebrate Success
When progressing on the ITXM journey, highlight improvements. Celebrating success motivates IT teams and shows the value of IT for the business
Role of experience in XLAs?
There are many approaches to XLAs in the market. Understanding the benefits and tradeoffs with each approach is important.
