My mission is to help Service Management globally to be more employee and business value oriented. In acronyms moving from SLA's to XLA's.
I believe the first step to this direction is to measure and understand the employee experience of service desk and also how effective it is to use service desk from employees perspective. In the end the only thing why Service Desk and Service Management exist is to help employees.
The second and more challenging part is to change the culture to be based more on experience and not the cost.
Before founding HappySignals I have worked for one of the biggest European service design company Palmu as Service Designer and CEO of Palmu Exe. In these roles I learned that user experience often correlates to real profit.
You can listen my thoughts about employee experience from our podcasts.