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From SLAs to XLAs | Shift to pro-active service delivery

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From SLAs to XLAs | Shift to pro-active service delivery

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Slides from workshop focused on service management excellence and end user experience measurement.

Sessions:
1. Service Management Process Automation, with Bright Horse
2. From SLA to XLA: Re-Thinking End-User KPIs, with Nexthink
3. Great Customer Service is The Experience, with Chris Markiewicz

Slides from workshop focused on service management excellence and end user experience measurement.

Sessions:
1. Service Management Process Automation, with Bright Horse
2. From SLA to XLA: Re-Thinking End-User KPIs, with Nexthink
3. Great Customer Service is The Experience, with Chris Markiewicz

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From SLAs to XLAs | Shift to pro-active service delivery

  1. 1. From Service To Experience Date: July 2019
  2. 2. Event Agenda 09.30am Arrival, Registration & Coffee 10.00am Bright Horse & Event Introduction 10.15am Session 1 – ITSM From Reactive to Optimised – Neil Keating, Bright Horse 10.45am Session 2 – From SLA to XLA – Re-thinking end user KPI’s – David D’Agostino, Nexthink 11.15am Comfort & Refreshment Break 11.30am Session 3 – Great Customer Service is the Experience – Chris Markiewicz 12.00pm Q&A Speakers & Close 12.30pm Networking Lunch 13.00pm Event Close
  3. 3. From Service To Experience
  4. 4. Great Quotes….. • “The only thing a CIO owns is an SLA to the Business, everything else is subordinate to that” • “The only thing a CIO owns is an XLA to the Business to provide an excellent experience for employees and customers” • “If you can’t measure it, you can’t manage it” – Lord Kelvin
  5. 5. How do we Measure?
  6. 6. How do we Measure? • QuanQQvely (objecQve) or QualitaQvely (subjecQve)
  7. 7. SFA Elite Performance Scout • Under18, Under 23, A Team – Player Reports • Criterion in 4 categories…. • Technical • Tactical • Physiological • Psychological • Totally Subjective………Same as Measuring Experience of an IT Service?
  8. 8. What can we measure? •People, Process, Technology • People – Competence – Technical, Service, Customer? • Qualifications, References, Interview, etc… • Process – Process Maturity, Customer Satisfaction….Experience? • CMM Maturity Model, Csat, etc • Technology – Bits/Bytes, £/$, Minutes/Seconds, SLA’s? • Technical Reports, Performance Stats, Price, etc.
  9. 9. So, Today’s Subject •From Service to Experience…. Just ask 6 questions; • Who • What • Where • When • Why • and How…….. • I have just given you a template for measurement………..
  10. 10. Your ITSM Journey Reactive to Optimised Neil Keating: CEO Bright Horse Date: 18th June 2019
  11. 11. Digital TransformaJon • The 4th Industrial Revolution speaks a lot about DT so what is it? • Uber? • The corner shop using contactless? • Bookstore going on-line? • Using a self-service portal? • Moving from excel to Sales-force? • DT is really just the use of technology to solve age old problems • ITSM organisations have to embrace this and provide a great service • But how? • ITIL 4 • Focus on the end user and their experience of IT services • Service Maturity – using PPT to help update your service delivery
  12. 12. Bright Horse Service Maturity Journey Chaotic • Helpdesk • No documentation • No SM Tool • Best Endeavours Reactive • Firefighting • Alerting Tools • Inc. Management • MIM • Early Stage SM Tool Proactive • Problem Management • Change Management • Self-Help Portal • Simple SLAs • Documentation Managed • Live Dashboards • Capacity Planning • Managed Transitions • Service Reporting • User Experience • Improved MTTR Optimised • Employee Centric • XLAs • Governed IT • Incident Reduction • Self Help & Heal • Automation A “good” ITSM Tool End User Analytics - Nexthink 1 2 3 4 5 Old World New World Good Practice (People, Process and Education) Characteristics of Service Teams
  13. 13. Bright Score Assessment • Forrester’s Employee Experience Index – not if but what and how • Interview Questions • Observations Maturity Score for each characteristic 0 = Non-Existent 1 = Initiation 2 =Awareness 3 = Control 4 = Integration 5 = Optimised • Where are you? • Where do you want to be? • How can you get there? 0 1 2 3 4 5 Service Portfolio Service Documentation Service Levels Incident Management SM Tool Change Management Problem Management Self Help Portal Reporting / Analytics Live Dashboards Capacity Planning MTTR/Incident Reduction Self Heal Autmation User Centric Behaviour XLAs Managed Transitions SM Journey Assessment Score Goal
  14. 14. Focus on End User Experience 1. Digital access to the Service Desk 2. Improve MTTR 3. Reduce Incidents 4. “Shift-Left”
  15. 15. Digitally Transform Access to IT What is it & Why Does it Matter?
  16. 16. Employee Expectations • In-Person v Phone v E-mail v Portal • Self-Service in US has now overtaken all other channels • On-line forums/communities have doubled in last 2 years • Phone is now seen as escalation not first contact (Gen Z Issues) • Respecting time is key – right answer on 1st contact • Therefore self service portal is key to meeting user expectations
  17. 17. How to meet expectations? • Keep all channels open (mail/phone/portal) • Create high quality, high visual user portal: • Design is just as important as Functionality • Apple/Microsoft spend millions on this • Consider website not portals • More costly (initial and on-going) • Improved experience • Use AI/Bot for knowledge search concierge • Use interactive chat if you can • Keep it simple to start with
  18. 18. What is it & Why Does it Matter? MTTR
  19. 19. Why Does MTTR MaZer? • Reducing MTTR means reducing the time end users need to wait before they can use a broken IT service again, thereby improving their productivity • More efficient Service Desks, increases trust of employees towards the IT department • Improve end user productivity, while IT support can save time and be efficient • So – you can get to the real resolution faster therefore improve productivity and satisfaction • General MTTR measurement is still useful
  20. 20. What You Need to Improve • Good reporting from ITSM tool – measure it – even at a basic level • Advanced analytics database – not just logged tickets • Real-time dashboards – analysis when you need it • Information at your fingertips • Ability to view and heal directly from your ticket • One-Click Resolution • Standard Checklists • Automated Resolution • Direct from Ticket
  21. 21. Incident Reduction What is it & Why Does it Matter?
  22. 22. State of Incidents in 2018 • Industry standard is 1 x IT incident (ticket) per employee per month • However, at least 50% of Incidents go unreported • L1: Fast resolution(5min) or ticket routing • L2: Higher level, more technical support • L3: Highest level, Tiger team (Desktop, Network, Application, Server, …)
  23. 23. • Incidents are Expensive! • L1 Average cost: £17/Ticket • L2 Average cost: £48/Ticket • L3 Average cost: EXPENSIVE • Incidents are symptoms of poor user experience and potenJally wide spread problems! • To really save costs and improve quality – you must reduce your incidents!
  24. 24. How can you deliver this? • Self Help Portals (is this a reduction?) • Automation/One Click – integrated to ITSM tool • Self Healing • Improved Change and Transition Management • Proactive Problem Management: • Time & Attitude (Firefighting syndrome) • Current and historical analysis • True analysis of environment • “Just-In-Time” education • Culture of continual improvement
  25. 25. User impacting issues dashboard showing how to focus Proactive Problem Management
  26. 26. Shift Left and XLA What is it & Why Does it Matter?
  27. 27. Shift-left incident management, improve satisfaction Continuously measure and improve end-user satisfaction Become proacDve Automate remediation Reduce time to resolution L-2 Proactive Support L-1 Self Healing L-0 Self Help L-1 Support L-2 Support L-3 Support INCIDENT REDUCTION
  28. 28. Thankyou. Any Questions? Neil Keating: CEO Bright Horse neil.keating@brighthorse.co.uk
  29. 29. From SLA to XLA
  30. 30. Source: Forrester Report, The Rise of The Empowered Customer IT complexity of the engaged employee has increased
  31. 31. Source: Forrester Report, The Rise of The Empowered Customer IT complexity of the enragedemployee has increased
  32. 32. What is his experience ?
  33. 33. The average UK worker loses more than 9 days per year due to technology trouble. Information Age 90 percent of surveyed executives said end users struggled with business-technology problems they “have no way to detect.” The result? Workers don’t believe IT can assist them and in many cases will only make things worse. Forrester: Technology Adoption Profile, 2014
  34. 34. It’s not as if we didn’t already know this stuff The most important IT monitoring tools are those that measure the end-user experience. IT Skeptic Blog, August 2008 In some ways ITIL gives us an unhealthily inward view of IT service - it's not truly customer oriented. IT Skeptic Blog, October 2010 ITIL is clearly still a body of knowledge written by IT geeks for IT geeks and focused inward on IT. IT Skeptic Blog, May 2011
  35. 35. Service Where does the service start? Storage Network Storage Power Power Web Server Data Center
  36. 36. Where does the service stop? Storage Network Storage Power Power Web Server Data Center
  37. 37. Storage Network Storage Power Power Web Server Data Center User ?
  38. 38. Storage Network Storage Power Power Web Server Data Center User Location Device App Port Server Domain 80% of security threats 50% of performance issues 70% of support issues 70% of all IT iniQaQves Avoidable spend of $500+/year/user
  39. 39. Storage Network Storage Power Power Web Server Data Center User Location Device App Port Server Domain
  40. 40. Storage Network Storage Power Power Web Server Data Center User Location Device App Port Server Domain SLA XLA àPerformance àBehavior àComplianceàExperience àSenQment àCommunicaQon
  41. 41. Have we spent 30 years climbing the wrong ladders? • Over Optimisation • “I want the same tools that worked for me last time, but shinier” OPERATIONS Change Incident Problem Know- ledge SLA Service Surveys Service Health • Operational Reports Service Maturity • NONE
  42. 42. LOBs focused on business needs LOBs strive for new ways to stay competitive CFO needs to restrict spending Difficult to articulate IT value Inconsistent service delivery Lack of understanding of service costs CIO Can IT leaders deliver what the business needs? BUSINESS IT Competency Contribution Credibility
  43. 43. BUSINESS IT CIO
  44. 44. Impediments to success BUSINESS IT REAL-TIME VISIBILITY COST OF SERVICES INNOVATION SPEED CUSTOMER EXPERIENCE BUSINESS ALIGNMENT
  45. 45. What is an Experience Level Agreement? In a truly digital world when IT and the business are truly as one the customer experience is “the metric” as poor experience will lead to loss of Business Source: Tony Price Virtual Clarity While SLAs remain a critical facet of IT services, there’s an emerging need for experience level agreements (XLAs or also abbreviated ELA) that focus on what services employees are consuming and how improved service can help drive business value Source: Nexthink Research shows that customer saQsfacQon and the customer experience is becoming increasingly relevant with the industry, which has led to the hypothesis that Experience Level Agreements (XLA) will become more common place in the near future. Source: the Service Desk Ins@tute ELA is a special type of SLA designed to establish a common understanding of the quality levels that the customer will experience through the use of the service, in terms that are clearly understandable to the customer and to which he or she can relate Source: ResearchGate.net XLA records goals from an end user perspective and connects these goals with the improvement and delivery of IT products and services. Building XLA starts with the targeted end result and reengineers back to a relevant way of working and set of agreements. Source: Giarte https://giarte.com/what-is-xla
  46. 46. Let’s design the suffering out of the system OPERATIONS Idea Demand Project TestRisk Release Change Incident Problem Resource Cost Know- ledge GRC SDLC SLA Vendor APM Service Pipeline Service Catalogue Service Design Package Finance Service Contract Auto- mation Service Mapping Model Surveys Service Health • OperaQonal Reports • SLA • Capacity • NPS • Financial • Compliance • Bang/Buck Service Maturity • Availability • %Auto Change • Resilience • Alignment • Forecast • Agility Request CMDB Asset Continual Service Improvement
  47. 47. Surveys
  48. 48. MESSAGING BUSINESS APPS CUSTOM APPS CONNECTIVITY MOBILITY PRODUCTIVITY VIRTUALIZATION COLLABORATION LOGIN ACCESS,VPN,WIFI,INTERNET… OUTLOOK,NOTES,SKYPE,SLACK … EXCHANGE, LOTUS,OFFICE 360 … CLOUD SERVERS,HOSTED APP SERVERS…. SAP,SALESFORCE,ORACLE APPS… HOME GROWN APP., INTRANET… APP SERVERS, WEB SERVERS… PROXY,FIREWALL,CLOUD… EMAIL,BUSINESS APPS,VPN… MDM, APP SERVERS… ADOBE,MS OFFICE,OFFICE 366… MS CLOUD,APP SERVERS,AWS… CITRI X CLIENT, VMWARE FUSION… AWS,XENAPP,VSPHERE,HYPER-V… WEBEX,SHAREPOINT,OFFICE 365… MS CLOUD, COLLAB SERVERS… SECURITY & RISK ANTIVIRUS, COMPLIANCE, VULNERABILITY ASSESSMENT, AUDIT ,ABNORMAL ASSET BEHAVIOUR.. TRANSFORMATION OS /APPLICATION MIGRATION, CLOUD MIGRATION, SAAS MIGRATION, VDI PROJECTS… IT GOVERNANCE ASSET MGMT.,RESOURCE ALLOCATION, PLANNING, ASSET OPTIMIZATION… ITSM PROBLEM MGMT, INCIDENT MGMT, REQUEST MGMT, … COMPLIANCE REGULATIONS & STANDARDS/SW/HW COMPLIANCE… MONITORING SERVICE MONITORING, SLA MONITORING, EVENT MONITORING, NETWORK MONITORING… Nexthink scope in the digital workplace
  49. 49. Nexthink Solution Overview M A N A G E
  50. 50. How can you measure digital experience and its business outcomes? Introducing Digital Experience Score
  51. 51. The Digital Experience Score rates the ability of an employee to get things done by interacting with the IT environment in a safe and enjoyable manner
  52. 52. Discover and classify personas Measure end-user experience Improve with solutions The Digital Experience Improvement Cycle
  53. 53. Measuring the state of your workplace Understand hard metrics, such as device logon duraJon, web browser crashed, criJcal business applicaJon freezes and OneDrive connecJvity Understand User SenJment, including the Employee SaJsfacJon Score, to understand if employees are saJsfied and engaged Visibility at Multiple Levels
  54. 54. If IT and the customer have worked together successfully…
  55. 55. We can go from this… Source: Forrester Research, Dec. 2017, “Engineer Your Technology Environment To Improve Employee Productivity And Flow” by David K. Johnson
  56. 56. To the ideal world of an End-user Source: Forrester Research, Dec. 2017, “Engineer Your Technology Environment To Improve Employee Productivity And Flow” by David K. Johnson
  57. 57. CHRIS MARKIEWICZ Associate Consultant with Bright Horse Ltd • Over 28 years’ experience as a trainer & facilitator • Specialist in “soft skills” and people management training across all industries & sectors • Led training for numerous helpdesk / service desk teams in the UK, Europe, US and India • Winning entry ITSM Training Provider of the Year Award 2015 – one of the two course leaders cited • Worked with over 26,000 individuals in training courses and one-one • Qualified business coach
  58. 58. experience /ɪkˈspɪərɪəns noun An event or occurrence which leaves an impression on someone.
  59. 59. HOW? How can we ensure the customer experience is as comfortable as it possibly can be in the circumstances whilst, of course, working to resolve the issues?
  60. 60. PLEEEASE… • TELL ME WHAT’S GOING ON! • UNDERSTAND ME & SPEAK MY LANGUAGE! • MANAGE MY EXPECTATIONS! • TREAT ME WITH RESPECT – I’M EXPERIENCING A DIFFICULTY! • BE THERE, BE VISIBLE & GET THE JOB DONE!
  61. 61. satisfaction /satɪsˈfakʃ(ə)n/ noun Fulfilment of one's wishes, expectations, or needs

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