Experience Everywhere. How to proactively enhance employee experience across the distributed workforce

The goal might be clear—improve the digital employee experience—but getting it done can be challenging amidst digital transformations and changes to the corporate IT landscape. Whenever productivity and output are negatively impacted, IT often gets the blame. Despite this, employees continue to raise their expectations of IT and expect their digital experience to “just work” all the time. Jon Cairns, VP Global Solution Consulting explains what IT departments can do to simultaneously close the digital experience expectation gap, focus on innovation, and give employees a superb digital work experience.

Discussion on service experience with ServiceNow and Nexthink

The increasingly rapid emergence of workplace technologies over the past few decades promises a utopia of user satisfaction and uncharted levels of business productivity. So why do we wait for IT services to go wrong before we take action? Why is there a gap between what IT users expect and what they receive? ServiceNow's Chief Innovation Officer, Paul Hardy and Nexthink's ITSM Practice Lead, David D'Agostino discuss service experience.

IDC overviews latest digital workplace research and insights

Three million users and counting: Managing digital employee experience

What’s your score? Using XLAs to quantify service experience

Providing a superior digital employee experience increases productivity, boosts morale, and delivers business value from IT investments. Organisations that fail to deliver; risk productive and financial cost to the business—for example the average UK worker loses over two weeks a year due to technology trouble. So what are the steps required to build a comprehensive view of your IT experience quality and enable a pro-active, continuous improvement path? This session explores approaches and real examples proven to effectively measure, manage, and benchmark IT experience from a business perspective to align with the guiding principles of ITIL 4, in order to help shift from traditionally IT-focussed SLAs to metrics that more fully encompass end-users.

Experience everywhere: The post-crisis ITSM revolution

The rapid digital transformation and disruption driven by the Coronavirus crisis has accelerated the shift to a ‘work-from-anywhere’ environment for many organisations. Service organisations are expected to manage 100% of the digital workforce, yet research shows traditional processes and tools only provide 55% of the visibility required to confidently understand and manage high quality service delivery. Why do we tolerate working in an environment that waits for something to break in order to fix it? Many organisations are realising the benefits of sustaining home-working including increased staff productivity, morale and collaboration, coupled with lower office and travel costs, and reduced absenteeism. With constant change, accelerating pace, rising expectations, and decreasing visibility–could this be the time to benefit from disruption and re-establish a service management eco-system that breaks free of SLAs, prioritises users–who’s only window into their work is their screen–and gain actionable insights to drive proactive, meaningful change for them? Nexthink’s ITSM Practice Lead, David D’Agostino discussed how organisations drive superior digital employee experience in a ‘work-from-anywhere’ environment and key steps to take into our ‘next normal’.

How to drive superior user experience the Toyota way

Toyota’s commitment to creating and delivering value to their customers starts with superior employee experience. Toyota identified the strategic requirement to ensure they had the necessary data to understand how their employees use and experience IT, combined with the right tools and processes to mature and shift-left towards continuous and pro-active people-centric IT. Arnaud Pire, Toyota Motor Europe’s Senior Manager IT, Service Delivery and Operations overviewed the organisational change management required to align and standardise support across Europe, how they approached a major Windows 10 migration, and what steps they take in their IT organisation to instil the Toyota way of “continuous improvement and respect for people”.

Embracing cloud means more flexibility and freedom for users, but rising complexity for service management. Whilst cloud enables service consumption that aligns more closely to user technology expectations, it poses greater challenges for IT to gain visibility of user experience in order pro-actively manage and rationalise usage needs. This presentation overviews how to gain insight into actual end-user experience, regardless of your ITSM tool, and best practices to close the visibility gap that stands in the way of your digital transformation progress and your ability to shift to pro-active service delivery.

Fragile to agile in 24 months: Doing "IT" differently at the NHS

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Liberty Mutual drives superior digital employee with Nexthink

SLA to XLA Workshop, Edinburgh 2019

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

How to improve life on the Service Desk?

At the end of 2015, the Service Desk Institute (SDI) and Freshservice jointly conducted research into life working on the IT service desk in 2016. This covered the key pain points for service desks and ITSM tools and vendors, as well as top service desk enhancements and priorities for 2016. Watch this slide deck to know:  the survey results,  the root causes of service desk concern and friction, and  practical ways in which to tackle the most common obstacles and issues. Find out how “normal” your service desk is and what you can do to improve things.

Shadow IT - What is it, why it happens and how to resolve

A lot of ITSM practitioners are bogged down by the concept of Shadow IT - the practice of purchasing or using technology for the workplace without the approval or knowledge of the IT department. This slide deck looks into why businesses resort to the practice of shadow IT, the various challenges and how to resolve the conflicts between IT and business units. Read the complete story at http://blog.freshservice.com/shadow-it-bringing-it-out-of-the-shadows/ This article was originally published in The ITSM Review.

Flexible and Secure Workspaces for the Modern Enterprise

Are Your IT Professionals Fire-Fighting When They Should Be Innovating

Service desk tickets drain shared resources especially when many are for basic tasks such as printer set ups. Experienced engineers are wasting their time on low level repetitive tasks rather than driving IT innovation in the interests of your business. There is a solution; new frameworks are transforming the delivery of IT and services. They enable employees to solve their own ‘IT problems’ without being stuck logged in a queue. What’s more, labour savings of between 6,000 and 14,500 IT engineer hours per year can be realised through the predictable delivery of services, and by the automation of service desk tasks.

6 Insights from HDI Conference - #HDIconf

Roy Atkinson - Closing keynote

Alan Nance: The Battle for Relevance

So the technology organisation introduced Agile, DevOps, and Cloud-based delivery. Why do they still suck in the eyes of the business? The answer lies in the management perspective which still relies on the 20th century thinking for 21st-century technologies. Using a major European car manufacturing company as a case study. Alan explains the management change necessary to get a better return on energy after digital transformations.

How To Choose The Right HR Software - 7 Steps To Success

CoreHR

CIPD HR Software Show 2015, what a great two days! This was our showcase presentation 'How To Choose The Right HR Software - 7 Steps To Success' if you missed us at the event. Selecting a new piece of HR software can be a daunting task. There’s a lot to think about. At the end of the day, the chosen software won’t just affect the HR department – it’ll affect the organisation as a whole. Visit our website at www.corehr.com for more information on the latest HR and Payroll technology.

Conquer the Barriers to Self-Service Adoption

Accenture - Process Led Transformation - ProcessForum Nordic, Nov.14 2013

Software AG

Viewing IT Support from a Customer Service Lens

PagerDuty: Optimizing Incident Response to Deliver Amazing Digital Experiences

PagerDuty

Empowering The End User - The Future of IT Support, Developing a First Class ...

With the consumerisation of IT, the expectations and demands of the end user are rising. Users are demanding the functionality, autonomy and freedom to consume IT services that they have at home and IT departments are struggling to adapt. This presentation shows how an NHS hospital is using technology to empower and enable users to self-serve systems, services and processes. We present how the typical model of delivering IT services can change, end users are frustrated by the lack of responsiveness to their needs, and that empowering the end user not only improves the impression of the service it can save money. Presentation By: Ward Priestman, IT Consultant - Paperless Hospitals Mark Taylor, Head of IT Support - East Lancashire Hospitals NHS Trust Thomas Klouwer, Director Sales Engineer - RES Software For more information on the topic, visit www.ressoftware.com/uk

I Need it Right Now! Successfully Equipping and Empowering the Digital Workforce

Consumer applications are just a swipe or a touch away, but organizations still struggle to give workers access to the applications and IT services they need, when and where they need it. They want to be productive – and no more so than on their first day in a new role. Yet access to the apps, content and services they need can often take days to deliver. Ensure the Day One productivity of your organization’s employees with easy-to-use, enterprise-ready and easily compatible technology. You can become the champion of today’s empowered workers.

Revolutionary Potential of IT Staff Augmentation

Strawberry Infotech

IT Staff Augmentation Solutions offer businesses a flexible approach to bolstering their workforce with skilled professionals. These services allow organizations to fill gaps in their teams by hiring temporary or long-term talent, depending on project requirements. By leveraging staff augmentation, companies can access specialized expertise without the commitment and overhead of traditional hiring processes. This model provides several benefits. First, it enables businesses to quickly scale their teams up or down as needed, ensuring they have the right resources to meet project demands. Additionally, staff augmentation allows organizations to access a broader talent pool, including niche skills that may be challenging to find locally. This diversity of expertise can lead to increased innovation and problem-solving capabilities within the organization. Moreover, IT Staff Augmentation Solutions offer cost advantages compared to traditional hiring methods. Instead of investing in full-time employees with benefits and overhead costs, businesses can engage skilled professionals on a contract basis, optimizing resource allocation and budget management. Overall, IT Staff Augmentation Solutions provide a strategic approach to workforce management, allowing businesses to remain agile and competitive in today's dynamic market landscape. Whether it's addressing short-term project needs or building long-term capacity, staff augmentation offers a versatile solution for businesses seeking to optimize their workforce composition.

IT Consultant Organization | ICS Solutions

ICS Solutions

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SLA to XLA Workshop, Edinburgh 2019

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Shadow IT - What is it, why it happens and how to resolve

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