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.

1. marco.gianotten@giarte.com
Marco_Gianotten
Enterprise IT = Experience too
The future of Corporate IT in an experience economy

2. Managing business-critical IT needs an out-side in mindset
© Giarte

3. Managing contextless?

4. Proactive metrics
Managing business-critical IT is all about prevention. You need:

5.  # 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

6. Zero repeat= 100% indisputable RCAs + 100% effective changes

7. I like my IT
IT department

8. Comply or die
© Giarte

9. Bypass
Are you the Department of No?
Eventually the business starts ‘Shadow IT’

10. CI(n)O?

11. Most SLAs are like watermelons: green outside, ‘red’ inside
© Giarte
Secrets, Lies & Assumptions?

12. Is your ITSM reporting a complete waste of time?
© Giarte
The F-word in service
CWOT

13. KPI hell

14.  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

15. April 3, 2010

16. Changes the IOS of the brain

17. Maslow 2.0

18. Phantom vibration syndrome
Did your ever suffer from ringxiety,
hypovibrochondria or fauxcellarm?
....1996

19. 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

20. 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

21. available, scalable, usable,
flexible, secure, reliable, simple,…
Functional Requirements
© Giarte
= mainly left-brain oriented
= mainly right-brain oriented

22. 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

23. Empathy
is #1
It’s your capacity to recognize the
concerns other people have

24. Enterprise IT loves Consumerization 2.0:
CYO, FYO, BYOA, BYOI,…
© Giarte

25. Technology
Solutions
UX
Credible
Desirable
Valuable
Easiness
Accessible
Usable
Useful
© Giarte
IT E.Q.
UX is short for
User eXperience

26. c
Contextual access
© Giarte
When does SSO stand for simple sign-on?

27. Mirror neurons© Giarte
Seeing each other sparks empathy in our brain

28. (L)user?
Why do users feel so helpless interacting with helpdesks?
© Giarte

29. Multi-channel support is about experience and effectiveness
© Giarte

30. In services the worst thing that can happen is when customers
get ‘pizzled’: being pissed-off and puzzled at the same time
© Giarte

31. How much effort?
…did it take me personally to get
the incident resolved?
the service requested?
the information needed?
the change I wanted?
© Giarte

32. 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 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 satisfaction ratings incidents
Number of calls (per user) per year 9.6 7
10Number of FTEs Service Delivery 13
90%
© Giarte

33. SLAs should also be XLAs: experience level agreements
© Giarte

35. marco.gianotten@giarte.com
Marco_Gianotten