user experience in corporate it
DESCRIPTION
Does the abbreviation SLA stand for secrets, lies and assumptions or service level agreement? In Corporate IT we have to learn how to deal with emotions, show empathy and manage experience. Otherwise Business-IT Alignment is dead on arrival (DOA). I do presentations and workshops on how to be succesfull in measuring and improving user experience (UX) in Enterprise IT.TRANSCRIPT
[email protected] Marco_Gianotten
Enterprise IT = Experience tooThe future of Corporate IT in an experience economy
Managing business-critical IT needs an out-side in mindset
© Giarte
Managing contextless?
Proactive metricsManaging business-critical IT is all about prevention. You need:
# Rejected changes by CAB (target eventually zero)
% of Changes leading to inflicted incidents (target <10%)
% of Majors solved according to SLA (target 100)
% RCA for major incidents (target = 100)
% Executed changes after RCA (target = 100)
Mean time to resolution (reduction target)
© Giarte
Zero repeat= 100% indisputable RCAs + 100% effective changes
I like my ITIT department
Comply or die
© Giarte
Bypass
Are you the Department of No? Eventually the business starts ‘Shadow IT’
CI(n)O?
Most SLAs are like watermelons: green outside, ‘red’ inside
© Giarte
Secrets, Lies & Assumptions?
Is your ITSM reporting a complete waste of time?
© Giarte
The F-word in service
CWOT
KPI hell
Too much metrics; mostly technical and input-driven
Micromanagement without contextual overview
No real performance improvements whatsoever
Dogging the bullet; accountability lacks due to penalties
No constructive dialogue on sense and nonsense of metrics
Parties eventually accept the situation SNAFU
© Giarte
April 3, 2010
Changes the IOS of the brain
Maslow 2.0
Phantom vibration syndrome
Did your ever suffer from ringxiety, hypovibrochondria or fauxcellarm?
....1996
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
© Giarte
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
© Giarte
available, scalable, usable, flexible, secure, reliable, simple,…
Functional Requirements
© Giarte
= mainly left-brain oriented
= mainly right-brain oriented
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
The innovative brain
Maurizio Zollo, MIT
Improvement Innovation
Empathyis #1
It’s your capacity to recognize the concerns other people have
Enterprise IT loves Consumerization 2.0:CYO, FYO, BYOA, BYOI,…
© Giarte
Technology
Solutions
UX
Credible
Desirable
Valuable
Easiness
Accessible
Usable
Useful
© Giarte
IT E.Q.
UX is short for User eXperience
c
Contextual access
© Giarte
When does SSO stand for simple sign-on?
Mirror neurons© Giarte
Seeing each other sparks empathy in our brain
(L)user?
Why do users feel so helpless interacting with helpdesks?
© Giarte
Multi-channel support is about experience and effectiveness
© Giarte
In services the worst thing that can happen is when customers get ‘pizzled’: being pissed-off and puzzled at the same time
© Giarte
How much effort?
…did it take me personally to get
the incident resolved?
the service requested?
the information needed?
the change I wanted? © Giarte
4m
ln €
Ann
ual S
avin
gs
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.
50.000Decrease # of incidents by
= 40% less
START
70%
+18 MTHS
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
SLAs should also be XLAs: experience level agreements
© Giarte
[email protected] Marco_Gianotten