Experience everywhere: The post-crisis ITSM revolution
•Download as PPTX, PDF•
0 likes•366 views
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’.
Recommended
More Related Content
What's hot
What's hot (20)
Similar to Experience everywhere: The post-crisis ITSM revolution
Similar to Experience everywhere: The post-crisis ITSM revolution (20)
Recently uploaded
Recently uploaded (20)
Experience everywhere: The post-crisis ITSM revolution
- 1. Experience Everywhere The Post-Crisis Workplace Revolution Dave D’Agostino
- 3. ISSUES ➞ Low Hanging Fruit (I & II) ➞ Incomplete Infrastructure Insight ➞ Sloppy Service Stimulates Sadness ➞ Listen Like It Matters
- 4. Managing Enterprise Productivity- Getting the Most from your assets Capital Employees Infrastructure Technology Employees- Enabled & Engaged Employees Dis-Abled & Dis-Engaged Digital Investments Up and Fast Digital Investments Down or Slow Sweet-Spot Enterprise Productivity Employee Engagement How do you manage, maintain and improve the “Sweet-Spot”?
- 5. Changes Digital Employee Experience Management is continual improvement management process which: 1. Measures and Manages the Complete Digital Experience from an Employee Perspective 2. Proactively identifies issues which impact DEX specifically and at scale 3. Anticipates, Assess and recommends action to pending issues 4. Automates the remediation of issues 5. Delivers an ongoing Roadmap of recommendations to drive continual improvement Resulting in Enterprise productivity improvement and Employee Engagement across the Organisation The Sweet-Spot is Digital Employee Experience (DEX)
- 6. Real-time Experience Data Unlocks the Value of ITSM CONFIDENTIAL
- 7. 1a – Should we have to wait for things to break? Reactive Proactive IT Visible Multiple unseen experience breaches
- 10. Storage Network Storage Power Power Web Server Data Center End User ? 80% of security threats 50% of performance issues 70% of support issues 70% of all IT initiatives + SaaS
- 11. Storage Network Storage Power Power Web Server Data Center User Location Device App Port Server Domain • Experience • Sentiment • Communication • Performance • Behavior • Compliance + SaaS SLA XLA
- 12. RESTRICTED
- 13. RESTRICTED
- 14. Record • Low capture rate • Incomplete Data • Inaccurate data • Unclear & subjective Classify • Mis-Categorized • Bad Assignment • Ping Pong • Hard to prioritize • Lack of Facts Investigate • Excessive onsite • No insight into device behavior • No sight of services consumed • No History • Unnecessary escalations Resolve • Low reuse of previous fixes • Manual and time consuming resolution procedures • Low adoption ➝ knowledge Close • Lack of user feedback • Inaccurate and incomplete CSAT / NPS
- 15. Real-time Experience Data Unlocks the Value of ITSM CONFIDENTIAL
- 16. Let’s design the suffering out of the system • Over Optimisation • “I want the same tools that worked for me last time, but shinier” OPERATIONS Change Incident Problem Know- ledge Service Surveys Service Health • Operational Reports Service Maturity • NONE
- 17. 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
- 18. Real-time Experience Data Unlocks the Value of ITSM
- 19. Surveys
- 20. 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
- 21. We can go from this… Source: Forrester Research, Dec. 2017, “Engineer Your Technology Environment To Improve Employee Productivity And Flow” by David K. Johnson
- 22. 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
Editor's Notes
- Will be focussing on the current disruptive state of affairs. But a lot of the things that we are seeing Duncan’s presentation will make you think that I have thought of lots f insights on the fly.. Actually some good synergies there.
- where Employees and Digital Technologies interact to drive Enterprise Productivity and Employee Engagement ?
- I’ll refer back to the conversations we had at the introduction of ITIL4: Too much focus on process Often implemented in SILOs Too little focus on value, outcomes, costs, and risks Can be difficult to integrate with Agile, DevOps ,and digital transformation
- Nexthink gives us the knowledge and the tools to not only Improve visibility of whats happening and to reduce MTTR for those incidents, but also to proactively identify issues and address the root cause before impacting users. It gives an insight about their behaviour and what they do with their device. Communication is key to ensure Compliance -> Send contextual reminders of policies at the very moment when a user is breaching a policy.
- Nexthink gives us the knowledge and the tools to not only Improve visibility of whats happening and to reduce MTTR for those incidents, but also to proactively identify issues and address the root cause before impacting users. It gives an insight about their behaviour and what they do with their device. Communication is key to ensure Compliance -> Send contextual reminders of policies at the very moment when a user is breaching a policy.
- Nexthink gives us the knowledge and the tools to not only Improve visibility of whats happening and to reduce MTTR for those incidents, but also to proactively identify issues and address the root cause before impacting users. It gives an insight about their behaviour and what they do with their device. Communication is key to ensure Compliance -> Send contextual reminders of policies at the very moment when a user is breaching a policy.
- Need to correlate infra performance with emp experience Nexthink gives us the knowledge and the tools to not only Improve visibility of whats happening and to reduce MTTR for those incidents, but also to proactively identify issues and address the root cause before impacting users. It gives an insight about their behaviour and what they do with their device. Communication is key to ensure Compliance -> Send contextual reminders of policies at the very moment when a user is breaching a policy.
- Duncan’s point about caution Over optimisation - Systemic waste I am going to have the best Incident Management in the world – I will get round to proactive Problem Management one day My service introduction process is world class – but my testing and quality is not up to standard I am constantly improving the velocity of my DevOps cycles – I don’t know if the business really cares but it cool to be this good Technology for business advantage or technology sake RPA to automate all existing service - RPA to automate new processes with a different focus I want a trendy new service desk but it must do (and look similar) to my old one !! - How do I eradicate the need for a service desk We need big data and AI because our data sources are in such a mess – We need to understand what data the business requires and how we facilitate that need
- ITIL 4 presentation slide 6 – continual improvement We are all aware that we are not short of tools and processes to help us align with the business, What’s missing? DATA DATA DATA DATA
- How does that work for you?
- looking at the agenda for this event, its clear that this isn't a new or unknown issue.