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Product Packages

This article describes the features in the HappySignals product packages.

Updated on 2nd February 2026.

Key Experience Areas (Measurement Areas)

The new HappySignals packaging model measures four core Experience Areas, each containing multiple domains. These areas determine where surveys are delivered and what experience insights customers receive.2Screenshot 2026-02-02 at 14.19.07

Overall IT Experience
  • Overall IT Experience
  • Collaboration with IT

ITSM

  • Incidents
  • Requests
  • Service Portal

Hybrid Work

  • Office Environment
  • Remote Work

DEX (Digital Employee Experience)

  • Laptops & Computers
  • Mobile Devices
  • AI Tools
  • Enterprise Applications

Package coverage rules

  • Discover: Customer selects one of the four Experience Areas to measure.
  • Deliver: Includes all four Experience Areas.
  • Drive: Includes all four Experience Areas + full Improve capabilities.
DEX does not require ServiceNow. It can be delivered standalone via API or other integrations.
 


HappySignals Discover

Subscription – Licensed per integrated ITSM platform.
 
Discover is the entry‑level package designed for organizations starting their IT Experience Management journey.

Included in Discover

  • One chosen Experience Area (ITSM, DEX, Hybrid Work, or Overall IT)
  • Employee segmentation
  • Surveys (ticket‑based and/or proactive depending on ITSM platform)
  • Analytics (dashboards, trends)
  • Benchmarks
  • Core Reporting, Shortcuts & Live Screens
  • Customer onboarding
  • HappySignals Support
  • Updates to the Discover package

Usage conditions

  • ServiceNow: Can be used with all internal ServiceNow portals (subject to ITSM in use and Discover subscription).
  • Other ITSMs: Ticket‑based experience areas supported.
  • Non‑IT areas (HR, Finance, etc.): Available via separate order.

Not included in Discover

  • Additional Questions
  • Improve (Objectives, Targets, Initiatives)
  • Hotspots
  • Multi‑area measurement (limited to 1 area)

HappySignals Deliver

Subscription – Licensed per integrated ITSM platform
 
Deliver expands Discover by enabling full visibility across all experience areas and adding governance features.

Included in Deliver

  • All four Experience Areas (ITSM, DEX, Hybrid Work, Overall IT)
  • Employee segmentation
  • Surveys (ticket‑based and proactive*)
  • Analytics with full filtering
  • Data sharing
  • Benchmarks
  • Additional Questions
  • XLA 1.0 (Basic governance & target setting)
  • Customer onboarding
  • Customer Success & Support
  • Updates to the Deliver package
ITSM‑dependent; supported in ServiceNow & Ivanti Neurons, and selectively in others.

End‑user licensing for Deliver

ServiceNow/Ivanti Neurons
  • Used with ticket‑based and proactive IT experience areas
  • Includes all internal ServiceNow portals (widgets + portal measurement)
  • Non‑IT experience areas are available separately
  • Licensed per IT‑connected employee
Other ITSM platforms
  • Used with ticket‑based IT experience areas
  • Non‑IT areas available as an add‑on
  • Licensed per IT‑connected employee

What Deliver adds beyond Discover

  • Measurement of all Experience Areas
  • Additional Questions
  • Hotspots
  • More advanced analytics depth
  • XLA basic governance

 

HappySignals Drive

Subscription – Licensed per integrated ITSM platform
 
Drive is the most comprehensive package, designed for organizations embracing continuous improvement and XLA governance.

 

Included in Drive

  • All four Experience Areas
  • Employee segmentation
  • Surveys (ticket‑based + proactive)
  • Analytics & Data Sharing
  • Benchmarks
  • Full Improve section (Objectives, Targets, Initiatives)
  • 2× per year C‑Level Analysis presentation & report
  • Customer onboarding
  • Customer Success & Support
  • Updates to the Drive package

End‑user licensing for Drive

ServiceNow/Ivanti Neurons
  • Supports ticket‑based and proactive measurement
  • Includes all internal ServiceNow portals (widgets + portal measurement)
  • Non‑IT areas available separately
  • Licensed per IT‑connected employee
Other ITSM platforms
  • Ticket‑based experience areas
  • Non‑IT areas available separately
  • Licensed per IT‑connected employee

What Drive adds beyond Deliver

  • Full Improve (Objectives, Targets, Initiatives)
  • Executive‑level analysis twice a year

  • Complete XLA lifecycle management

 Summary Table

Capability
Discover
Deliver
Drive
Number of Experience Areas
1 (chosen)
All 4
All 4
Ticket‑based Surveys
✓
✓
✓
Proactive Surveys
Platform‑dependent
✓
✓
Analytics & Dashboards
✓
✓
✓
Data Sharing
–
✓
✓
Benchmarks
✓
✓
✓
Additional Questions
–
✓
✓
Hotspots
–
✓
✓
XLA Targets (XLA 1.0)
–
✓
✓
Full Improve Section
–
–
✓
Executive Analysis (2×/year)
–
–
✓
ServiceNow Widgets
✓
✓
✓
ServiceNow Portal Measurement
✓
✓
✓
DEX Without ServiceNow
✓
✓
✓
ESM/GBS Add‑on
Optional
Optional
Optional

ServiceNow Content Across Packages

All packages include full ServiceNow integration, with no functional restrictions.
 

Included in Discover, Deliver, and Drive

  • ServiceNow Agent Widgets (Incidents & Requests)
  • Service Portal Measurement (Popup + CTA)
  • Ticket‑based and proactive survey triggering (when supported by the platform)
  • API‑based survey data ingestion
  • Contextual data mapping (fields, variables, custom data)
Important: The integration features do not change between packages. What changes is the number of Experience Areas the customer has access to.
 
 

HappySignals ESM (Non‑IT Experience Areas)

End‑user fee – Licensed per employee
  • Can be used with ticket‑based non‑IT experience areas (e.g., HR, Finance, Facilities, Legal, Procurement).
  • Available as a separate add‑on for Discover, Deliver, and Drive. 

HappySignals ITXM Advisory

Professional services – Prepaid annual bundle
 
Advisory services to support ITXM maturity, improvement planning, and XLA governance.

HappySignals MSP Deliver

Subscription

IT Experience Management for MSPs shared ITSM environment customers: Employee segmentation, Surveys, Analytics, Data sharing, Benchmarks, Customer Onboarding, Customer Success, and Support & Updates to MSP Deliver package. Can be used with ticket-based IT experience areas and ServiceNow Portals (subject to ServiceNow in use) run by the MSP.

Proactive IT experience areas are available under a separate order (subject to the ITSM platform in use). Licensed per prepaid annual ticket volume or user volume.

 

MSP Packages

Managed Service Providers that deliver shared ITSM environments offer MSP‑specific packages.


MSP Deliver

  • Employee segmentation
  • Surveys
  • Analytics
  • Data sharing
  • Benchmarks
  • Customer onboarding
  • Customer Success & Support
  • Updates to the MSP Deliver package
  • Ticket‑based IT experience areas
  • ServiceNow portals run by MSP
  • Proactive areas available as an add‑on
  • Licensed per prepaid annual ticket volume or per user volume

MSP Drive

Includes everything in MSP Deliver plus:
  • Full Improve section
  • 2×/year analysis presentation & report
  • A greater improvement in governance
  • Proactive areas available as a separate order
  • Licensed per prepaid annual ticket volume or per user volume