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marco.gianotten@giarte.com   Marco_Gianotten

TLG TCO

Revenue generating IT = Top-Line Growth

Transforming digitalization into a money-making machine

Data is the new oil

3D printing = e-industry

Provisioning of data and applications to test 10,000 faster!

TTM in branchless banking

Bank-in-a-box

Ideally, you should get rid of system administration altogether, and just build and innovate on existing services offered by others

.

Innovators and Early Adopters

Early majority

Late majority

Laggards

Digital Leadership

Versus

Traditional IT Business’ reality

Traditional role Digital by Default

But…

© Giarte!

Do I like my IT IT department?

ROI  of  UX  

S A .

E

T

T

S © InsightDiscovery

What color are your SLAs today?

Strong-willed Competitive

Sharp Demanding

Enthusiast Dynamic

Expressive Inspiring

Objective Cautious Analytical Accurate

Caring Harmoniously

Patiently Considering

FIERY RED

RADIANT YELLOW

BRIGHT BLUE

SOFT GREEN

What colors are essential to succeed?

Verbal, sequential and analytical Visual, random and creative

Present and past Present and future

Learning takes effort Instant learning on the fly

Respond to logic Respond to emotions

Use logics to solve problems Use intuition to solve problems

Identify important details See the end result

Incremental change Disruptive change

Be cautious and careful Dare to take risk

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It’s according the specs Above customer expectation

Gold, silver or bronze? Just do your job!

Number of major incidents Total business impact

10% reduction of TTM IT projects Outperform the competition

Read the ‘fricking’ manual! I’m not a nerd, don’t make me think!

We have follow procedures Too much effort to get things done

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Entrepreneurs do not tend to innovate more frequently than managers. However, when entrepreneurs do innovate, they actually use their brains in a different and more complete way

Maurizio Zollo, MIT!

Improvement! Innovation!

First Call Resolution

Technical Availability

Incident Management

Workplace TCO

+ First Class Experience

Perceived Availability

Lost User Productivity

Workplace Happiness

=

© Giarte!

.

.

The Theory of Constraints, LEAN and TQM are the big three in quality methodologies. They all agree on one thing: Work In Progress is the silent killer.

Due date problems, quality issues and re-juggling priorities are signs of WIP issues. The biggest category of work within IT is unplanned. It’s UWIP!

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Experience Level Agreements?

Measurement and steering

on soft metrics

Bridging soft and hard

metrics

Insights and oversight for improvement

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Average resolution time User satisfaction

Raw versus clean FCR

Lost user productivity

Ticket volume trend

Resolution deviation

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No-Hassle aka Service Effort Score

Workplace Happiness

FTR according to the users

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“Not only fix the problem, also fix the user”

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How much effort?

…did it take me personally to get

the incident resolved?

the service requested?

the information needed?

the change I wanted? © Giarte!

4mln

€

Ann

ual S

aving

s

DSM  IS  A  GLOBAL  SCIENCE-­‐BASED  COMPANY  ACTIVE  IN  HEALTH,  NUTRITION  AND  MATERIALS  WITH  ALMOST  20,000  EMPLOYEES.  

With ONE IT, DSM Global ICT wanted to prevent waste in the E2E incident management. Input-based metrics (average time to respond, average handling time) and SLA targets valued speed over quality and often deliver a high-effort experience for the user.

User experience was made leading in performance management. When tickets are closed, the user determines if closed is actually solved (according to the user). MSPs are rewarded for user experience.

50.000 Decrease # of incidents by

= 40% less

START  

70%  

+18  MTHS  

6.5   7.4  

FACT  ZONE  DSM  ITSAT  CASE  

First  Time  Right  

User  saQsfacQon  raQngs  incidents  

Number  of  calls  (per  user)  per  year     9.6   7  

10  Number  of  FTEs  Service  Delivery   13  

90%  

NO RIGHT BRAIN LEFT BEHIND

It’s your capacity to recognize the concerns other people have

Terminal seriousness