The document discusses optimizing IT service experiences by shifting from reactive to proactive and predictive approaches, emphasizing the importance of understanding customer satisfaction and behavior metrics. It critiques traditional IT frameworks like ITIL for being inward-focused and stresses the need for effective end-user experience monitoring. Key takeaways include prioritizing customer emotions, tracking new performance metrics, and improving overall service delivery through better engagement and transparency.

1. Welcometothediscussion
Maximise
your service
experience

2. Featuring
MaximiseyourServiceExperience
Paul Hardy
Chief Innovation Officer, EMEA
ServiceNow
Dave D’Agostino
ITSM Practice Lead
Nexthink

3. AGENDA
Introduction and Welcome
MaximiseyourServiceExperience
Fire on the Titanic
A New Way of Seeing Things
A New Way of Doing Things
01
02
03
04

5. • Moving from Reactive to Proactive to Predictive
• Traditionally NO Voice of the Customer
• IT Frameworks and Metrics Protect IT
• What does Success Actually Look Like
• How do you Measure Success in the New World

6. Storage
Network
Storage
Power
Power Web Server
Data
Center
SLA
Problem 1: Infrastructure – I can’t see for miles and miles

7. Storage
Network
Storage
Power
Power Web Server
Data
Center
User Location Device App Port Server Domain
SLA
XLA
➜Performance
➜Behavior
➜Compliance
➜Experience
➜Sentiment
➜Communication
If you don’t know me by now…

8. 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

10. 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

11. Surveys

12. © 2017 ServiceNow All Rights Reserved 12© 2017 ServiceNow All Rights Reserved
Focus on Experience
Customer Satisfaction Score (CSAT)
How would you rate your experience with your recent support?
Net Promoter Score (NPS)
How likely would it be for you to recommend to a friend or colleague?
Customer Effort Score (CES)
The organization made it easy for me to handle my issue

13. © 2017 ServiceNow All Rights Reserved 13© 2017 ServiceNow All Rights Reserved
Engagement Service Performance
Experience
Satisfaction
People
Transparency
Capabilities
Adoption
Process
Realization
Measures
Integration
Maturity
Improvement
Simple ESP Framework

14. 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
• Operational Reports
• SLA
• Capacity
• NPS
• Financial
• Compliance
• Bang/Buck
Service Maturity
• Availability
• %Auto Change
• Resilience
• Alignment
• Forecast
• Agility
Request
CMDB
Asset
Continual Service Improvement

15. • Predict the Future
• Customer First
• IT Metrics that support Change
• Success driven Growth
• Relevant Goals and Outcomes
OUTCOMES

16. © 2017 ServiceNow All Rights Reserved
• Understand Customer Emotion
• Focus on Customer Satisfaction & Loyalty
• Review Existing Measures (SLA, OLAs & KPIs)
• Track New Metrics (Happiness, CSAT, NPS)
• Make Customer Experience Improvements
• Communicate and Engage
Key Takeaways

17. We can go from this…
Source: Forrester Research, Dec. 2017, “Engineer Your Technology Environment To Improve Employee Productivity And Flow” by David K. Johnson

18. 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

20. Extras

21. Incident – Enrich the Logging, Classification and Diagnosis steps and empower endpoint
automation

23. Nexthink Solution Overview
M A N A G E

24. Measuring the state of your workplace
Understand hard metrics, such as device logon
duration, web browser crashed, critical
business application freezes and OneDrive
connectivity
Understand User Sentiment, including the
Employee Satisfaction Score, to understand if
employees are satisfied and engaged
Visibility at Multiple Levels