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.
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.
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 selected Experience Area (ITSM, DEX, Hybrid Work, or Overall IT)
- 5 platform users
- Employee segmentation
- Surveys (ticket‑based and/or proactive, depending on ITSM platform capabilities)
- Analytics (dashboards & trends)
- Benchmarks
- Shortcuts inside Identify only (not Share)
- 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
- Share section
- Full reporting capabilities
- Multi-area measurement
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 Experience Areas
- Unlimited platform users
- Employee segmentation
- Ticket-based and proactive* surveys
- Analytics with full filtering
- Benchmarks
- Data sharing
- Additional Questions
- Hotspots
- Customer onboarding
- Customer Success & Support
- Updates to the Deliver package
*Certain surveys depend on ITSM capabilities
End‑user licensing for DeliverServiceNow/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 across all Experience Areas
- Additional Questions
- Hotspots
- Share-section with full reporting, live screens etc.
- Broader analytics depth
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 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
- Complete XLA lifecycle management
- 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
- XLA's
Summary Table
|
Capability
|
Discover
|
Deliver
|
Drive
|
|
Number of Experience Areas
|
1 (chosen)
|
All 4
|
All 4
|
| Number of Platform Users |
5
|
Unlimited
|
Unlimited
|
|
Ticket‑based Surveys
|
✓
|
✓
|
✓
|
|
Proactive Surveys
|
Platform‑dependent
|
✓
|
✓
|
|
Analytics & Dashboards
|
✓
|
✓
|
✓
|
|
Data Sharing
|
–
|
✓
|
✓
|
|
Benchmarks
|
✓
|
✓
|
✓
|
|
Additional Questions
|
–
|
✓
|
✓
|
|
Hotspots
|
–
|
✓
|
✓
|
|
Share section
|
–
|
✓
|
✓
|
|
Shortcuts
|
Identify only
|
✓ (all sections)
|
✓ (all sections)
|
|
XLA Targets
|
–
|
– |
✓
|
|
Full Improve Section
|
–
|
–
|
✓
|
|
Executive Analysis (2×/year)
|
–
|
–
|
✓
|
|
ServiceNow Agent 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 (Incident & Request)
- Service Portal Measurement (Popup + CTA)
- Ticket-based & proactive survey triggering*
- API‑based survey ingestion
- Contextual data mapping (task, request, incident, variables, custom fields)
*Proactive depends on platform capabilities.
Important: Package level does not limit ServiceNow features—only the number of Experience Areas.
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