The IT Experience Podcast

HappySignals

Podcast for those who want to take IT Experience Management (ITXM) in use and improve Employee Experience of IT Services in large enterprises. We talk about Human-Centric IT, how does it change the culture of IT Departments from SLAs to Experience Metrics and XLAs. If you use ServiceNow or other enterprise service management system to provide services to end-users, then this is for you. To learn more about Human-Centric IT Experience Management visit https://happysignals.com/

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The IT Experience Podcast

Episodes (134)

Thursday 133. ITXM Practitioners: Frank Fütz, IT Manager
Thu Mar 12th 132. Why CSAT Is Not Enough for Modern IT Service Management?
Feb 26th 131. ITXM Practitioners: Donna Xanthidis and Sharon Aggarwal - Beyond CSAT

The IT Experience Podcast

Mar 26, 2026
28½ minutes
25 MB

Register for the ITSM Summit 2026 at https://www.happysignals.com/itxm-summit/ In this episode, Frank Fütz shares insights into IT experience management (ITXM), its importance, practical applications, and how it bridges the gap between traditional KPIs and actual user experience. Discover how to leverage ITXM to improve service quality, employee satisfaction, and business outcomes. Takeaways: The evolution from ITSM to ITXMThe impact of user experience on IT performanceUsing experience level agreements (XLAs) to measure successLinking KPIs to employee and customer satisfactionScaling ITXM across organizations

The IT Experience Podcast

133. ITXM Practitioners: Frank Fütz, IT Manager

HappySignals

00:00 -27:35