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. Enlightened Executives, with CitrusCollab
3. From SLA to XLA: Re-Thinking End-User KPIs, with Nexthink
4. Adopting an Experience Mind-Set, with G2G3
3. Great Customer Service is The Experience, with Chris Markiewicz
Experience Level Agreements: Why XLAs enable the SLA 2.0Marco Gianotten
User Experience (UX) in Enteprise IT is not artsy-fartsy. In today’s business environment, IT is getting too important to be steered with just technical and input-based metrics. Forget more 'content' with thicker Service Level Agreements (SLAs) and uber-complex Key Performance Indicators (KPIs); go for more context-based steering with UX. An XLA (exprience level agreement) completes the IT Governance mind.
How to drive superior user experience the Toyota waynexthink
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”.
Alan Nance, FISM, Managing Partner CitrusCollab LLLP ... thought leader, innovator, creative disruptor
Service Management exists to guarantee a valuable experience to customers and colleagues. Despite years of implementing best practices, the reputation of most technology departments is below par in the eyes of business leaders.
90% of CEOs feel they aren’t meeting their customer needs.
85% of CEOs don’t think technology is performing critical functions.
One of the core reasons is that technology teams are often trapped into measuring output rather than outcome, and KPIs on activities rather than XPIs that guarantee experience.
Luckily, ITIL 4 now connects to the world of design thinking and experience management with its focus on co-creation and outcomes. But how can we include eXperience Level Agreements (XLA) effectively and quickly?
In this presentation Alan will explain all-things XLA.
Discussion on service experience with ServiceNow and Nexthinknexthink
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.
Has visibility of user experience become clouded by complexity?nexthink
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.
Slides from workshop focused on service management excellence and end user experience measurement.
Sessions:
1. Service Management Process Automation, with Bright Horse
2. Enlightened Executives, with CitrusCollab
3. From SLA to XLA: Re-Thinking End-User KPIs, with Nexthink
4. Adopting an Experience Mind-Set, with G2G3
3. Great Customer Service is The Experience, with Chris Markiewicz
Experience Level Agreements: Why XLAs enable the SLA 2.0Marco Gianotten
User Experience (UX) in Enteprise IT is not artsy-fartsy. In today’s business environment, IT is getting too important to be steered with just technical and input-based metrics. Forget more 'content' with thicker Service Level Agreements (SLAs) and uber-complex Key Performance Indicators (KPIs); go for more context-based steering with UX. An XLA (exprience level agreement) completes the IT Governance mind.
How to drive superior user experience the Toyota waynexthink
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”.
Alan Nance, FISM, Managing Partner CitrusCollab LLLP ... thought leader, innovator, creative disruptor
Service Management exists to guarantee a valuable experience to customers and colleagues. Despite years of implementing best practices, the reputation of most technology departments is below par in the eyes of business leaders.
90% of CEOs feel they aren’t meeting their customer needs.
85% of CEOs don’t think technology is performing critical functions.
One of the core reasons is that technology teams are often trapped into measuring output rather than outcome, and KPIs on activities rather than XPIs that guarantee experience.
Luckily, ITIL 4 now connects to the world of design thinking and experience management with its focus on co-creation and outcomes. But how can we include eXperience Level Agreements (XLA) effectively and quickly?
In this presentation Alan will explain all-things XLA.
Discussion on service experience with ServiceNow and Nexthinknexthink
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.
Has visibility of user experience become clouded by complexity?nexthink
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.
Service Catalog Essentials: 5 Keys to Good Service Design in IT Service CatalogsEvergreen Systems
Fresh thinking on IT Self-Service!
It’s easy to create hundreds of services, fast – with little oversight – and it will kill your Service Catalog initiative. Your customer will see it as inconsistent, complex and confusing – and stop coming.
Do you make lots of small services, or a few big, complex ones?...How do you decide?...Which do your customers prefer?
Please join us as we share best practices on creating and using a consistent Service Design Process – that addresses these issues and actually saves time, simplifies your work, and gives you consistent quality. And it will make your customers happy!
Full webinar recording with ServiceNow demo available at: http://content.evergreensys.com/webinar-it-service-catalog-good-service-design
ServiceNow® IT Service Management (ITSM) provides a modern service management solution in the cloud. ServiceNow’s system of action allows you to consolidate tools, transform the way you deliver services, and improve the customer experience.
Introducing our content ready ITIL Incident Management Workflow PowerPoint Presentation Slides. Talk about the need for implementing incident management processes such as maintaining service levels, meeting service availability requirements and so on. The topic-specific incident resolution workflow PowerPoint presentation contains twenty-two editable PPT slides to serve all your business needs. Take advantage of the professionally designed problem management best practices PPT slideshow to discuss with your team the key issues of ITIL workflow like lack of transparency, decreased customer satisfaction, high risk of business etc. Demonstrate best practice of ITIL management like creating and maintaining a knowledge base and handling major incidents etc. Utilize the visually appealing ITIL framework PowerPoint compete deck to showcase benefits of ITIL e.g. maintain dashboard and reports etc. You can also use the PPT slides to represent stages of the IT incident management lifecycle. Thus, download the informative and interactive PowerPoint templates to list down the key performance indicators of IT incident management. From this day forward you won't look back. Our ITIL Incident Management Workflow PowerPoint Presentation Slides keep you focused ahead. https://bit.ly/2So2pXt
Honeywell’s Vice President of Information Technology, Darren Wright explores his 33-year journey in IT.
He shares how three key tenets of his workplace strategy have led to a transformational and repeatable methodology that saves hundreds of thousands of hours, millions of dollars, and drives increasingly better experience for their high performing workforce of over 120,000 users across the globe.
He discusses:
- How to find clarity and stability in the increasingly complex and conflicting support world we operate in.
- The business case methodology for end-user technology that wins leadership buy in, drives savings, and empowers re-investment.
- How ticket volume increasing is actually something to celebrate! The three streams of insight that drive their increasing momentum in proactivity. - - - The culture shift that is required by IT to transform end-user experience at scale and how human behaviour impacts proactive automation.
- How they validate value outcomes and what the future holds.
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL V3),
Modern IT Service Management Transformation - ITIL IndonesiaEryk Budi Pratama
Presented at Online ITIL Indonesia Webinar #5.
Content:
> Setting up the context
> Understanding holistic IT Management point of view
> IT Service Management Transformation
> Key Performance Indicator (KPI)
> IT Service Catalogue
> IT Sourcing
> Agile Incident Management
Presentation about IT managed services and solutions being offered by IISGL .
At IISGL, we have a fully consultative approach. We want
to understand your business, its pain points and
ambitions. We can then utilize that knowledge,
dovetailing with our years of extensive experience of
the technologies available, to provide you with a custom
solution.
Mario Vivas, CEO, River Horse
ITIL4 is out and everyone is eager to learn about the updates this release introduces. This session will summarize the key changes that ITIL4 presents with a focus on the more operational processes that organizations deliver on a day to day basis (Incident, Problem, Change and so on). The ServiceNow platform has a powerful set of baseline features and optional plugin functions that can help an organization align with the recommendations of ITIL4.
Please join us and Mario to learn about how you can start applying ITIL4 concepts in your ServiceNow implementations!
Should you establish a Service Management Office (SMO) - ITSM Academy WebinarITSM Academy, Inc.
Similar to a project management office, the SMO centralizes the oversight and integration of service management processes to ensure the alignment and effective and efficient outcomes of service delivery and support. In this session, Jayne Groll will provide a practical overview of the concepts, benefits, opportunities, and threats associated with developing a SMO, regardless of an organization’s size, industry, or scope. And since a successful SMO is built on roles and responsibilities, Jayne will also share tips for identifying, combining, assigning, and managing key roles
Presentation from the 5th itSMF SEE Regional Event on title: KEY ITSM DRIVERS FOR BUSINESS SUCCESS.The conference covered more than 30 inspiring and thought-provoking sessions, and as such it was the biggest and best-ever IT Service Management programme of seminars, panel discussions and keynotes in South East Europe. (http://www.itsmf.org.rs/drupal/content/itsmf-see-2011-programme)
Online version of the presentation - http://prezi.com/lstdrvohprmp/belgrad-prezentacija/
We struggled because of too many issues in the live products. They didn't allow project teams to make any forecasts or develop new features without interruptions. In the presentation I share the successful experience how we applied ITIL Problem and Incident Management processes, by talking only the best from them. It allowed to start fixing the problems that existed in our organization more effectively, while organization allowed to use different methodologies for different teams.
Boost Customer Experience with UiPath and AWS Contact Center automationCristina Vidu
This session is for users that want to integrate AWS contact center capabilities with UiPath, both to learn the art of the possible and to implement immediately. Users will learn about currently available activity packs and integrations on both the AWS and UiPath sides, hearing directly from experts from each company.
In this session you will hear from UiPath and AWS experts on:
Using the Amazon Connect Native Integration activity pack and setting up a practical example
Setting up authentication and initial configuration on both the UiPath and AWS side
Triggering a UiPath job based on input received using both the Activity Pack and Connector
Setting up a simple solution incorporating Amazon Comprehend
Practical examples of additional workflow actions integrated with both Connect, Comprehend, and other CCI capabilities
Prioritizing and selecting critical use cases to improve self-service and agent assistance
Speakers:
Mo Roy, Sales Engineer @UiPath
Meena Thandavarayan, AI/ML Partner Solutions Architect, Amazon Web Services (AWS)
ITIL 4 has the potential to launch a massive shift in the evolution of IT service management. We're used to thinking in terms of a "service lifecycle", but ITIL v4 introduces a service value chain - where activities that create value can be started at any point, by anyone. Let our experts help you sort through the chaos of this intellectual shift. This webinar will give you the insights needed to move away from the linear lifecycle mentality to a more value-based approach within the ITIL 4 framework.
IT Service Catalog: 5 Steps to Prepare Your Organization for Successful Servi...Evergreen Systems
Few Organizations have deep experience in planning for a successful Service Catalog project. Questions abound:
"What are the best practices? How will we measure success? What roles & responsibilities will we have? What are the customer & executive expectations...and how do we address them? What options do we have for getting started? Can we start simply and grow as we learn?"
Successful Service Catalog projects are dramatically different than many other IT projects. Please join Don Casson, CEO of Evergreen as he answers these questions and explains the 5 steps to prepare your team for success with your IT Service Catalog project.
Jeff Benedict, ITSM Practice Leader, will demo our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
Webinar recording with demo available at http://content.evergreensys.com/it-service-catalog-project-steps-prepare-organization
Service Catalog Essentials: 5 Keys to Good Service Design in IT Service CatalogsEvergreen Systems
Fresh thinking on IT Self-Service!
It’s easy to create hundreds of services, fast – with little oversight – and it will kill your Service Catalog initiative. Your customer will see it as inconsistent, complex and confusing – and stop coming.
Do you make lots of small services, or a few big, complex ones?...How do you decide?...Which do your customers prefer?
Please join us as we share best practices on creating and using a consistent Service Design Process – that addresses these issues and actually saves time, simplifies your work, and gives you consistent quality. And it will make your customers happy!
Full webinar recording with ServiceNow demo available at: http://content.evergreensys.com/webinar-it-service-catalog-good-service-design
ServiceNow® IT Service Management (ITSM) provides a modern service management solution in the cloud. ServiceNow’s system of action allows you to consolidate tools, transform the way you deliver services, and improve the customer experience.
Introducing our content ready ITIL Incident Management Workflow PowerPoint Presentation Slides. Talk about the need for implementing incident management processes such as maintaining service levels, meeting service availability requirements and so on. The topic-specific incident resolution workflow PowerPoint presentation contains twenty-two editable PPT slides to serve all your business needs. Take advantage of the professionally designed problem management best practices PPT slideshow to discuss with your team the key issues of ITIL workflow like lack of transparency, decreased customer satisfaction, high risk of business etc. Demonstrate best practice of ITIL management like creating and maintaining a knowledge base and handling major incidents etc. Utilize the visually appealing ITIL framework PowerPoint compete deck to showcase benefits of ITIL e.g. maintain dashboard and reports etc. You can also use the PPT slides to represent stages of the IT incident management lifecycle. Thus, download the informative and interactive PowerPoint templates to list down the key performance indicators of IT incident management. From this day forward you won't look back. Our ITIL Incident Management Workflow PowerPoint Presentation Slides keep you focused ahead. https://bit.ly/2So2pXt
Honeywell’s Vice President of Information Technology, Darren Wright explores his 33-year journey in IT.
He shares how three key tenets of his workplace strategy have led to a transformational and repeatable methodology that saves hundreds of thousands of hours, millions of dollars, and drives increasingly better experience for their high performing workforce of over 120,000 users across the globe.
He discusses:
- How to find clarity and stability in the increasingly complex and conflicting support world we operate in.
- The business case methodology for end-user technology that wins leadership buy in, drives savings, and empowers re-investment.
- How ticket volume increasing is actually something to celebrate! The three streams of insight that drive their increasing momentum in proactivity. - - - The culture shift that is required by IT to transform end-user experience at scale and how human behaviour impacts proactive automation.
- How they validate value outcomes and what the future holds.
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL V3),
Modern IT Service Management Transformation - ITIL IndonesiaEryk Budi Pratama
Presented at Online ITIL Indonesia Webinar #5.
Content:
> Setting up the context
> Understanding holistic IT Management point of view
> IT Service Management Transformation
> Key Performance Indicator (KPI)
> IT Service Catalogue
> IT Sourcing
> Agile Incident Management
Presentation about IT managed services and solutions being offered by IISGL .
At IISGL, we have a fully consultative approach. We want
to understand your business, its pain points and
ambitions. We can then utilize that knowledge,
dovetailing with our years of extensive experience of
the technologies available, to provide you with a custom
solution.
Mario Vivas, CEO, River Horse
ITIL4 is out and everyone is eager to learn about the updates this release introduces. This session will summarize the key changes that ITIL4 presents with a focus on the more operational processes that organizations deliver on a day to day basis (Incident, Problem, Change and so on). The ServiceNow platform has a powerful set of baseline features and optional plugin functions that can help an organization align with the recommendations of ITIL4.
Please join us and Mario to learn about how you can start applying ITIL4 concepts in your ServiceNow implementations!
Should you establish a Service Management Office (SMO) - ITSM Academy WebinarITSM Academy, Inc.
Similar to a project management office, the SMO centralizes the oversight and integration of service management processes to ensure the alignment and effective and efficient outcomes of service delivery and support. In this session, Jayne Groll will provide a practical overview of the concepts, benefits, opportunities, and threats associated with developing a SMO, regardless of an organization’s size, industry, or scope. And since a successful SMO is built on roles and responsibilities, Jayne will also share tips for identifying, combining, assigning, and managing key roles
Presentation from the 5th itSMF SEE Regional Event on title: KEY ITSM DRIVERS FOR BUSINESS SUCCESS.The conference covered more than 30 inspiring and thought-provoking sessions, and as such it was the biggest and best-ever IT Service Management programme of seminars, panel discussions and keynotes in South East Europe. (http://www.itsmf.org.rs/drupal/content/itsmf-see-2011-programme)
Online version of the presentation - http://prezi.com/lstdrvohprmp/belgrad-prezentacija/
We struggled because of too many issues in the live products. They didn't allow project teams to make any forecasts or develop new features without interruptions. In the presentation I share the successful experience how we applied ITIL Problem and Incident Management processes, by talking only the best from them. It allowed to start fixing the problems that existed in our organization more effectively, while organization allowed to use different methodologies for different teams.
Boost Customer Experience with UiPath and AWS Contact Center automationCristina Vidu
This session is for users that want to integrate AWS contact center capabilities with UiPath, both to learn the art of the possible and to implement immediately. Users will learn about currently available activity packs and integrations on both the AWS and UiPath sides, hearing directly from experts from each company.
In this session you will hear from UiPath and AWS experts on:
Using the Amazon Connect Native Integration activity pack and setting up a practical example
Setting up authentication and initial configuration on both the UiPath and AWS side
Triggering a UiPath job based on input received using both the Activity Pack and Connector
Setting up a simple solution incorporating Amazon Comprehend
Practical examples of additional workflow actions integrated with both Connect, Comprehend, and other CCI capabilities
Prioritizing and selecting critical use cases to improve self-service and agent assistance
Speakers:
Mo Roy, Sales Engineer @UiPath
Meena Thandavarayan, AI/ML Partner Solutions Architect, Amazon Web Services (AWS)
ITIL 4 has the potential to launch a massive shift in the evolution of IT service management. We're used to thinking in terms of a "service lifecycle", but ITIL v4 introduces a service value chain - where activities that create value can be started at any point, by anyone. Let our experts help you sort through the chaos of this intellectual shift. This webinar will give you the insights needed to move away from the linear lifecycle mentality to a more value-based approach within the ITIL 4 framework.
IT Service Catalog: 5 Steps to Prepare Your Organization for Successful Servi...Evergreen Systems
Few Organizations have deep experience in planning for a successful Service Catalog project. Questions abound:
"What are the best practices? How will we measure success? What roles & responsibilities will we have? What are the customer & executive expectations...and how do we address them? What options do we have for getting started? Can we start simply and grow as we learn?"
Successful Service Catalog projects are dramatically different than many other IT projects. Please join Don Casson, CEO of Evergreen as he answers these questions and explains the 5 steps to prepare your team for success with your IT Service Catalog project.
Jeff Benedict, ITSM Practice Leader, will demo our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
Webinar recording with demo available at http://content.evergreensys.com/it-service-catalog-project-steps-prepare-organization
Scotland's only conference devoted to ITSM (IT Service Management) attended by over 150 IT professionals. This event was held 25th October 2016, Edinburgh.
Customer service is easy, right? Pick up the phone or ticket and resolve the issue. Simple? As experts in our field, we know that it is not this easy and it can be difficult to keep the right staff, supply the right answers, and maintain right time frames. Join us to hear tips that may make your job a little easier.
Good or Bad, you still manage your services. But what matters is "How well" you do it
and again...
It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.
-Henry Ford
Presentation for #TFT12: ITSM Goodness: Never mind all the theory and industry debate about ITIL and Cloud and Mobile and BYOD and all that.
This session from Barclay Rae (ITSMTV's pundit, the Service Desk Inspector and ITSM consultant) is packed with lots of simple tips, ideas and reflections on how to be practically successful with ITSM. Pies might also be mentioned.
See Barclay's TFT speaker Pinterest board: http://pinterest.com/servicedesk/barclay-rae/
LITA Executive Webinar with Niels Loader
Niels will share the insights gained in determining and implementing metrics within IT, particularly focusing on the metrics used in a Lean IT organization. He will focus on the key pitfalls and successful strategies for getting to the right metrics and making them work.
When your organization needs more than just ITIL® and COBIT®
In today’s IT landscape, there are continuous demands for CIOs to show business value and to cut waste and cost from the IT Service Management delivery processes. This is where Lean IT can help extract the value and remove the waste.
We’re moving away from an era where adding manpower was the way to increase quality of service or to reduce time to market of IT change. We now live in a time where processes themselves not only need be effective, but cost effective as well. Is what we do really necessary? What can be minimalized? Applying lean principles will not only “cut the fat”, but strikes a balance for continuous service improvement.
The industry is abuzz with discussions around how technology will improve the service desk and allow it to become more efficient and productive. However, there is always an underlying rhetoric that these technologies will be implemented to the detriment of the service desk analyst. This is simply not the case. As SDI data suggests, the role of the analyst will not become redundant, but will evolve to work alongside technologies, and potentially provide more value to the service desk.
Here Scarlett explores how the role of the service desk analyst will evolve, including what skills will be necessary for the Analyst v2.0. Furthermore, she will look at what this means for the service desk, and how emerging technologies will shape how it will look in the future.
IDC overviews latest digital workplace research and insightsnexthink
IDC’s Angela Salmeron (Associate Research Director, European Future of Work) overviewed the latest research and trends in digital workplace and transformation as we transition to a future of work centred on supporting a hybrid working culture.
Experience everywhere: The post-crisis ITSM revolutionnexthink
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’.
Experience Everywhere. How to proactively enhance employee experience across ...nexthink
The transition to remote working forced upon us by the global COVID-19 pandemic is now becoming the new normal. And this blend of office and remote work is leading the world towards de-organization!
However, this unprecedented transition comes with its own set of challenges, making the role of in-house IT departments even more critical than before. Tasked with providing secure infrastructure and collaboration tools to improve the productivity of employees, IT teams must now also work to enhance the experiences of employees when meeting virtually.
This heightened involvement of IT departments promises to deepen the alliance between IT and the wider business and requires both greater visibility and a capacity to be truly proactive. Organizations that can provide their remote employees with seamless work experiences are more likely to weather future uncertainties with minimal impact on their businesses.
We are not sure whether we will able to go back to the old world; however, we can certainly prepare ourselves for the new one where employees "work from anywhere".
Nexthink's VP Technical Services, Jon Cairns joined IDC and Banque du Caire to discuss real-world, actionable guidance that will prepare and empower you to meet the challenges of this new reality.
Liberty Mutual drives superior digital employee with Nexthinknexthink
Ranked 75th on the Fortune 500 list and with a head count of over 50,000 employees and over 900 locations —Jared and his team have a massive responsibility to deliver quality end-user technology services to enable this global workforce. Learn how Jared and Mike are using Nexthink to meet Liberty’s unique business goals, culture, and overall technology strategy.
The Evolution of the Ultimate Digital Employee Experience Platformnexthink
Pedro Bados, CEO and Co-founder talks about the evolution of the Digital Employee Experience market and the innovation that has evolved alongside it.
He discusses the ongoing IT challenges posed by the modern workplace and reveal the vision for the ultimate digital employee experience platform.
Samuele Gantner, Chief Product Officer, showcases the latest innovations that can help IT teams consistently deliver great employee experiences amidst massive change and transformation.
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.
Fragile to agile in 24 months: Doing "IT" differently at the NHSnexthink
NHS East & North Hertfordshire CCG overview the steps that took their IT infrastructure from 'fragile' to 'agile', including: a share services approach, hybrid private cloud, robotic process automation, and Nexthink's solutions.
What 'experience' means for enlightened executivesnexthink
Enlightened executives recognise that business focus is moving from 'service' to 'experience'. The battleground for relevance is moving away from 'people, process, technology' and towards experience insights, design, delivery, and management'. These slides focus on the importance of 'experience' and how XLAs create a meaningful dialogue between stakeholders.
What’s your score? Using XLAs to quantify service experiencenexthink
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.
Do no harm: How to leverage modern IT to drive modern healthcarenexthink
NHS East & North Hertfordshire CCG share the steps they’ve taken to transform their IT infrastructure from ‘fragile’ to ‘agile’.
Championing an NHSI endorsed, best of breed ‘shared services’ approach, they overview the key principles of their digital strategy that embrace new technologies committed to enabling superior patient care, as well as how to transparently measure and pro-actively improve technology experience for users.
How do you measure the success of workplace technology you implement?nexthink
The digital workplace technology of tomorrow has the potential to increase productivity, boost morale, and deliver business value.
So how do you accurately measure the experience quality of that technology so you know where to make improvements? Where do you go from here?
We use satnav in our cars because it provides real-time information on the best route to take—what if we could do the same with our technology choices? Imagine having the same impact in IT where you know the directions to take to increase how well users can do their work, and prove the value from IT investments.
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
UiPath Test Automation using UiPath Test Suite series, part 3DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 3. In this session, we will cover desktop automation along with UI automation.
Topics covered:
UI automation Introduction,
UI automation Sample
Desktop automation flow
Pradeep Chinnala, Senior Consultant Automation Developer @WonderBotz and UiPath MVP
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
Neuro-symbolic is not enough, we need neuro-*semantic*Frank van Harmelen
Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”.
All of this illustrated with link prediction over knowledge graphs, but the argument is general.
Accelerate your Kubernetes clusters with Varnish CachingThijs Feryn
A presentation about the usage and availability of Varnish on Kubernetes. This talk explores the capabilities of Varnish caching and shows how to use the Varnish Helm chart to deploy it to Kubernetes.
This presentation was delivered at K8SUG Singapore. See https://feryn.eu/presentations/accelerate-your-kubernetes-clusters-with-varnish-caching-k8sug-singapore-28-2024 for more details.
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
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
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
6. How do we Measure?
• QuanQQvely (objecQve) or QualitaQvely (subjecQve)
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. 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. 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………..
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. 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. 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. Focus on End User Experience
1. Digital access to the Service Desk
2. Improve MTTR
3. Reduce Incidents
4. “Shift-Left”
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. 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
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. 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
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. • 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. 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
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
35. 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
36. 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
37. Service
Where does the service start?
Storage
Network
Storage
Power
Power Web Server
Data
Center
38. Where does the service stop?
Storage
Network
Storage
Power
Power Web Server
Data
Center
43. 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
44.
45. 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
47. Impediments to success
BUSINESS IT
REAL-TIME
VISIBILITY
COST OF
SERVICES
INNOVATION
SPEED
CUSTOMER
EXPERIENCE
BUSINESS
ALIGNMENT
48. 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
49. 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
53. How can you measure digital experience
and its business outcomes?
Introducing Digital Experience Score
54. 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
56. 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
57. If IT and the customer
have worked together
successfully…
58. We can go from this…
Source: Forrester Research, Dec. 2017, “Engineer Your Technology Environment To Improve Employee Productivity And Flow” by David K. Johnson
59. 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
60.
61. 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
67. 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?
68. 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!