it’s all about experience! - btg · [email protected] marco_gianotten it’s all about...
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Marco_Gianotten
It’s all about experience!In the eye of the perfect tech trend storm
“Software is going to eat the world”
Transforming digitalization into a money-making machine
Data is the new oil
3D printing = e-industry
Sales boost
Will this sell more stuff?
Or save us money?
TLGTCO
Revenue generating IT = Top-Line Growth© Giarte
Digitalization disruption = creative destruction
Terminal
seriousness
Creativity Index
© Paul Iske
“When data became big, IT got small”
Traditional IT Digital by Default
© Giarte
Move on
Ideally, you should get rid of system administration altogether, and
just build and innovate on existing services offered by others
.
Eliminate, simplify, standardize and automate
ESSA
Fault-tolerance
in the digital
economy is all
about the
customers’
expectation.
There’s a thin
line between a
good and bad experience.nce
© Giarte
Out(r)age
Maslow
Over-the-top is the new norm
.
To the business the acronym SLA often
stands for Secrets, Lies and Assumptions© Giarte
The evolution of the SLA
• Green on the outside
• Red on the inside
• Big
Water melon
• Green on the outside
• Still red on the inside
• Even more expensive
Square water melon
• Green on the outside
• Green on the inside
• Lite and context driven
Kiwi fruit
© Giarte
E
T
T
S© InsightDiscovery
What colors are dominant in todays SLAs?
Strong-willed
Competitive
Sharp
Demanding
Enthusiast
Dynamic
Expressive
Inspiring
Objective
Cautious
Analytical
Accurate
Caring
Harmoniously
Patiently
Considering
Wilskrachtig
Doelbewust
Scherp
Veeleisend
Enthousiast
Dynamisch
Expressief
Inspirerend
Objectief
Bedachtzaam
Analytisch
Nauwkeurig
Zorgzaam
Harmonieus
Geduldig
Beschouwend
FIERY RED
RADIANT YELLOW
BRIGHT BLUE
SOFT GREEN
What colors are essential to succeed?
Uber Left Brain Thinking
© Giarte
It’s according to 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 to follow procedures Too much effort to get things done
How IT thinks How others think
© Giarte
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
Left-Brain Right-Brain
© Giarte
First Call Resolution
Technical Availability
Incident Management
Workplace TCO
Pay-per-use
+First Class Experience
Perceived Availability
Lost User Productivity
Workplace Happiness
Easy-to-use
SLA
2.0
=
SL
A 1
.0
© Giarte
RPO is the
amount of data
that
consumers of
a system are
willing to lose
in the event of
a recovery
RTO is
the amount of
time allowed
for a system to
be recovered
and fully
functional by its
consumers
Recovery Time Objective Recovery Point Objective
Recovery 2.0© Giarte
© Giarte
Average resolution time User satisfaction
Self-help opportunity
Lost user productivity
Ticket volume trend
Resolution deviation
Connecting the dots for the IT service desk
What’s the
cheapest incident
to resolve?*
Rethink…
*The one that never happened
© Giarte
People will forget what you said,
people will forget what you did, but
people will never forget how you
made them feel.
Maya Angelou
Empathy
is #1
It’s your capacity to recognize the
concerns other people have
Ready for eXperience Level Agreements?
© Giarte
Enabling the SLA 2.0
Measurement
and steering
on soft metrics
Bridging
soft and hard
metrics
Insights and
oversight for
improvement
What’s the idea behind an XLA?
© Giarte
No-Hassleaka IT service
effort score©
Workplace
HappinessFTR
according to the users©
Experience metrics
© Giarte
© Giarte
In services the worst thing that can happen is when customers
get ‘pizzled’: being pissed-off and puzzled at the same time NPS CESNet Promoter Score Customer Effort Score
How much effort?
…did it take me personally to get
the incident resolved?
the service requested?
the information needed?
the change I wanted?
© Giarte
No-
Hassleaka ITses©
© Giarte
“It took me little personal effort
to get this incident resolved.”
very
low
effort
The ITses is inspired by the
Customer Effort Score (CES™)
“How much personal effort did you
personally have to put forth to handle
your request?”
very
high
effort
disagree agree
IT service effort score
™ by ExecutiveBoard
F E D C B A
€4
mln
A
nnua
l sav
ings
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.
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 MNTHS
6.5 7.4
FACT ZONE DSM ITSAT CASE
First Time Right
User satisfaction ratings incidents
Number of calls (per user) per year 9.6 7
10Number of FTEs Service Delivery 13
90%
© Giarte
NO RIGHT BRAIN
LEFT BEHIND
