21. Present and past
Present and future
Verbal, sequential and analytical
Visual, random and creative
Respond to logic
Respond to emotions
Learning takes effort
Instant learning on the fly
Identify important details
See the end result
Use logics to solve problems
Use intuition to solve problems
Be cautious and careful
Dare to take risk
Incremental change
Disruptive change
22. 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
35. Decrease # of incidents by
FACT ZONE DSM ITSAT CASE
START
+18 MTHS
DSM IS A GLOBAL SCIENCE-BASED
90%
70%
COMPANY ACTIVE IN HEALTH, NUTRITION
AND MATERIALS WITH ALMOST 20,000
6.5
7.4
User satisfaction ratings incidents
EMPLOYEES.
First Time Right
7
Number of FTEs Service Delivery
13
10
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.
Annual Savings
9.6
= 40% less
4mln €
Number of calls (per user) per year
50.000
