The Importance of IT Support to Perceptions of IT’s Value
Is the absence of experience data allowing “ill-informed” decision-making to drive the wrong IT and IT support strategies and outcomes in your organization? Check out the latest Global IT Experience Benchmark Report and see for yourself.
End-User Experience for IT is Now More Important Than Ever
In this article, Sami Kallio shares what HappySignals data tells us about the impact of the COVID-19 crisis on ITSM. For example, how are employees handling the new situation? Are they able to work? And what does IT support need to do differently?
Experience Matters: 9 CX and ITSM Nuggets from Refresh19
In IT we need to go further than the mindset of “supporting the people, not the IT” to be more focused on the business-level outcomes achieved through what we do in IT. This article which offers up some of the key learning points from Refresh19 London – a Freshworks customer event – aims to help you achieve this.
Employee Experience is The Only Metric You Need
How do you make employee experience your most meaningful IT service management metric? Here Pasi Nikkanen shares his insights.
What Should an IT Department Measure?
Here we look at how to successfully measure user satisfaction, and we take a look at benchmark data from HappySignals to see what you should be measuring.