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marco.gianotten@giarte.com
Marco_Gianotten
What really matters
The birth of the experience level agreement
Transforming digitalization into a money-making machine
Data is the new oil
3D printing = e-industry
Will this sell more stuff?
Or save us money?
TLG
TCO
Revenue generating IT = Top-Line Growth
© Giarte
Traditional IT Digital by Default
© Giarte
Innovators and
Early Adopters
Early
majority
Late
majority
Laggards
Digital Leadership
Versus
Traditional IT Business’ rea...
Move on
Ideally, you should get rid of system administration altogether, and
just build and innovate on existing services ...
Eliminate, Simplify, Standardize and Automate
ESSA
We really need…
Terminal
seriousness?
And creativity…
© Paul Iske
Up to 100Mbps?
Latency smaller than 150ms?
95% Major Incidents resolved in < 4 hours?
90% Minor Changes < 5 workdays?
It h...
.
To the business the acronym SLA often
stands for Secrets, Lies and Assumptions
© Giarte
Who's Afraid of Red,
Yellow and Blue III
Barnett Newman,The Stedelijk Museum Amsterdam
E
T
T
S
© InsightDiscovery
What are your SLA colors today?
Strong-willed
Competitive
Sharp
Demanding
Enthusiast
Dynamic
Expressive
Inspiring
Objective
Cautious
Analytical
Accurate
C...
Todays SLA color mix is…
FIERY RED
RADIANT YELLOW
BRIGHT BLUE
SOFT GREEN
What colors are essential to succeed?
Aggressive
Controlling
Intolerant
Over-bearing
Frantic
Chaotic
Showy
Hasty
Picky
Undecided
Suspicious
Detached
Docile
With...
The evolution of the SLA
• Green on the outside
• Red on the inside
• Big
Water melon
• Green on the outside
• Still red o...
People will forget what you said,
people will forget what you did, but
people will never forget how you
made them feel.
Ma...
Experience by design
Maslow 2.0
Out(r)age
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 incident...
Verbal, sequential and analytical Visual, random and creative
Present and past Present and future
Learning takes effort In...
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
t...
© Giarte
Average resolution time User satisfaction
Self-reliance opportunity
Lost user productivity
Ticket volume trend
Re...
First Call Resolution
Technical Availability
Incident Management
Workplace TCO
Pay-per-use
+
First Class Experience
Percei...
What motivates us?
Motivation 1.0 Motivation 2.0 Motivation 3.0
What’s the
cheapest incident
to resolve?*
Rethink…
*Theonethatneverhappened
© Giarte
.Zero Repeat = 100% indisputable RCAs
+ 100% effective changes
© Giarte
NO RIGHT BRAIN
LEFT BEHIND
Ready for eXperience Level Agreements?
© Giarte
Enabling a simpler SLA
Measurement
and steering
on soft metrics
Bridging
soft and hard
metrics
Insights and
oversight for
...
No-Hassle
aka IT service
effort score©
Workplace
Happiness
FTR
according to the users©
Experience metrics
© Giarte
How much effort?
…did it take me personally to get
the incident resolved?
the service requested?
the information needed?
t...
€4mln
Annualsavings
DSM IS A GLOBAL SCIENCE-BASED
COMPANY ACTIVE IN HEALTH, NUTRITION
AND MATERIALS WITH ALMOST 20,000
EMP...
- Lite and context-driven
- Outside-in: users and business first
- End-to-end across service towers
- No zero-sum game (wi...
marco.gianotten@giarte.com+31-6-5538-1819
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What really matters - The birth of the experience level agreement

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To succeed in the digital arena companies need engaged tech-savvy people to combine ideas, concepts, and technologies into innovations. This involves much more right-brain thinking – creativity, empathy, and seeing the bigger picture – than in traditional IT jobs. ‘Just’ being logical, analytical, and zeroing on coding details is not enough anymore. A launching pad for more right-brain thinking is to recalibrate service level agreements. Today’s SLAs are too complicated and missing context. Marco Gianotten uses paradoxical intervention for breakthroughs in outsourcing relationships. He is the spiritual father of the experience level agreement and designed XLAs for F-500 companies. He will show how to reinvent the use of KPI’s.

Speaker:
Mario Gianotten

Published in: Technology
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What really matters - The birth of the experience level agreement

  1. 1. marco.gianotten@giarte.com Marco_Gianotten What really matters The birth of the experience level agreement
  2. 2. Transforming digitalization into a money-making machine Data is the new oil 3D printing = e-industry
  3. 3. Will this sell more stuff? Or save us money? TLG TCO Revenue generating IT = Top-Line Growth © Giarte
  4. 4. Traditional IT Digital by Default © Giarte
  5. 5. Innovators and Early Adopters Early majority Late majority Laggards Digital Leadership Versus Traditional IT Business’ reality
  6. 6. Move on Ideally, you should get rid of system administration altogether, and just build and innovate on existing services offered by others
  7. 7. Eliminate, Simplify, Standardize and Automate ESSA We really need…
  8. 8. Terminal seriousness? And creativity… © Paul Iske
  9. 9. Up to 100Mbps? Latency smaller than 150ms? 95% Major Incidents resolved in < 4 hours? 90% Minor Changes < 5 workdays? It has nothing to do with the quality experienced by the user or performance in real business-life
  10. 10. . To the business the acronym SLA often stands for Secrets, Lies and Assumptions © Giarte
  11. 11. Who's Afraid of Red, Yellow and Blue III Barnett Newman,The Stedelijk Museum Amsterdam
  12. 12. E T T S © InsightDiscovery What are your SLA colors today?
  13. 13. Strong-willed Competitive Sharp Demanding Enthusiast Dynamic Expressive Inspiring Objective Cautious Analytical Accurate Caring Harmoniously Patiently Considering © InsightDiscovery
  14. 14. Todays SLA color mix is…
  15. 15. FIERY RED RADIANT YELLOW BRIGHT BLUE SOFT GREEN What colors are essential to succeed?
  16. 16. Aggressive Controlling Intolerant Over-bearing Frantic Chaotic Showy Hasty Picky Undecided Suspicious Detached Docile Withdrawn Plodding Stubborn Balance, because on a bad day…
  17. 17. 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
  18. 18. People will forget what you said, people will forget what you did, but people will never forget how you made them feel. Maya Angelou
  19. 19. Experience by design
  20. 20. Maslow 2.0
  21. 21. Out(r)age
  22. 22. Uber Left Brain Thinking © Giarte
  23. 23. It’s according to the specs Above customer expectation? Gold, silver or bronze? Just do your job! Number of major incidents Total business impact Deliver IT projects 10% faster 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 getting things done How IT thinks How others think © Giarte
  24. 24. 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
  25. 25. 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
  26. 26. © Giarte Average resolution time User satisfaction Self-reliance opportunity Lost user productivity Ticket volume trend Resolution deviation Connecting the dots for the service desk
  27. 27. 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 © Giarte
  28. 28. What motivates us? Motivation 1.0 Motivation 2.0 Motivation 3.0
  29. 29. What’s the cheapest incident to resolve?* Rethink… *Theonethatneverhappened © Giarte
  30. 30. .Zero Repeat = 100% indisputable RCAs + 100% effective changes © Giarte
  31. 31. NO RIGHT BRAIN LEFT BEHIND
  32. 32. Ready for eXperience Level Agreements? © Giarte
  33. 33. Enabling a simpler SLA Measurement and steering on soft metrics Bridging soft and hard metrics Insights and oversight for improvement What’s the idea behind an XLA? © Giarte
  34. 34. No-Hassle aka IT service effort score© Workplace Happiness FTR according to the users© Experience metrics © Giarte
  35. 35. How much effort? …did it take me personally to get the incident resolved? the service requested? the information needed? the change I wanted? © Giarte
  36. 36. €4mln Annualsavings 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
  37. 37. - Lite and context-driven - Outside-in: users and business first - End-to-end across service towers - No zero-sum game (win-win) - Motivates continuous improvement Moral fiber of the XLA
  38. 38. marco.gianotten@giarte.com+31-6-5538-1819

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