Digital Employee Experience in IT Service Management

This document is a guide that discusses the evolving landscape of IT service management (ITSM) with a focus on digital employee experience (DEX). It outlines the significant changes in employee expectations during the global pandemic and emphasizes the importance of measuring employee experience as a key performance indicator for IT organizations. The guide details the disconnect between traditional IT metrics and the actual experiences of end-users, highlighting the need for a shift in measurement approaches. It explains the role of employee experience in enhancing productivity and business outcomes while addressing common pitfalls in current measurement practices. The document also presents various DEX solution capabilities, including technology-based monitoring, sentiment capture, and automated remediation. Furthermore, it provides practical tips for organizations looking to improve employee experience, stressing the importance of cultural change and strategic planning to drive meaningful improvements. Overall, the guide serves as a comprehensive resource for understanding and implementing effective employee experience strategies in ITSM.