Jimmy Fitzgerald, former Senior Vice President of Customer Outcomes at ServiceNow, has joined HappySignals as Board member, and Investor. During his 9.5 year career at ServiceNow, he has held a number of executive positions and advised hundreds of Enterprise customers on how to transform IT leveraging the ServiceNow platform.
“We’re thrilled to have Jimmy Fitzgerald join the company”, said Sami Kallio, CEO and co-founder of HappySignals. “We aim to accelerate to a new level of ServiceNow visibility, through aligning product and marketing efforts with the needs of the hundreds of enterprise executives that Jimmy worked with during his tenure at ServiceNow”.
ServiceNow is a strategic platform for its customers, who – according to Jimmy’s wealth of experience – have similar needs for the ServiceNow platform they’ve invested in: As little customization as possible, creating great experiences for end-users, and delivering real ROI through business outcomes. “HappySignals fits the bill in all three areas - easy to adopt, pure focus on end-user experience, and clear methods to prove productivity gains”, Kallio said.
Fitzgerald said: “At the end of my ServiceNow career, I started to look at how I could continue to be a part of the ServiceNow family. I was really drawn to HappySignals as its value proposition really resonates with what I believe all ServiceNow customers are looking for. My decision to join the leading ‘Experience Management Platform’ company came from my passion and desire to continue to enhance the NOW Platform and Ecoystem, aligning with HappySignals’ ambition to pave the way for Experience Led IT Services”.
“Global enterprises are looking for help with how they can continue to listen and sense end-user experiences, and how to take that feedback to make IT services better, on a continuous basis. It’s no longer good enough just to focus on technology and process. IT services need to make the everyday life of an end-user more efficient, and more engaging. The only way to do this is to measure the end-user experiences and act based on that feedback”, Fitzgerald continued.
HappySignals was founded in 2014 following the realization, and over 500 user interviews, that enterprise IT services were managed by following metrics that didn’t take actual user experience into account.
“In simple terms, IT was doing a great job with technology and process, but had forgotten about the people”, said Kallio.
While the underlying understanding sounds mainstream now, it wasn’t always the case.
“From the start, our focus has been on people rather than technology and processes. Our Experience Management Platform for IT enables companies to understand how happy people are with enterprise services, and proving that happiness leads to increased productivity. It used to be difficult to convince people that it made sense, but in the last couple of years, employee experience has become a top priority at almost every level of the organization”, Kallio continued.
Enterprise executives across the globe are paying increasing attention to the experience their employees are having at work. The generalization of remote work has understandably made the task harder, which has created a demand for ways to quantify the human experience, on top of the more technical metrics that IT traditionally focused on.
HappySignals also provides practical help together with selected Partners for managing IT end-user experiences, including experience level agreement (XLAs) management and reporting.
If you want to learn on how HappySignals help you bring Experience Management into your Now Platform, read more here.