This document discusses the need for empathy and experience-focused service management in next generation IT. It notes that traditional IT has become too complex, specialized, and separated into silos. The document advocates eliminating unnecessary systems and standardizing/automating what remains to simplify IT and focus on building innovative services for users. It argues that service level agreements should prioritize the quality of experience for users rather than technical metrics. Empathy is highlighted as the most important factor for providing a fault-tolerant, high-quality digital experience.

1. marco.gianotten@giarte.com
Marco_Gianotten
Empathy makes Winners
Experience First in next gen Service Management

2. XLA

3. “Enterprise IT is beige”

5. Hard
Unnatural
Complex
Pleasurable
Intuitive
Simple

6. …45 years ago
The start of Enterprise IT

7. Waterfall
DevOps
A tale of specialization, separation and silos

8. Digitalization Disruption = Creative Destruction

9. Traditional IT Digital by Default
© Giarte

10. Move on
Ideally, you should get rid of system administration altogether, and
just build and innovate on existing services offered by others
.

11. Eliminate, Simplify, Standardize and Automate
ESSA
We really need…

12. S A
To the business the acronym SLA often stands for
Secrets, Lies and Assumptions
© Giarte

13. It has nothing to do with the quality experienced
by the user or performance in real business-life
Up to 100Mbps?
Latency smaller than 150ms?
95% Major Incidents resolved in < 4 hours?
90% Minor Changes < 5 workdays?

14. E
T
T
S
© InsightDiscovery
What are your SLA colors today?

15. Strong-willed
Competitive
Sharp
Demanding
Enthusiast
Dynamic
Expressive
Inspiring
Objective
Cautious
Analytical
Accurate
Caring
Harmoniously
Patiently
Considering

16. Wilskrachtig
Doelbewust
Scherp
Veeleisend
Enthousiast
Dynamisch
Expressief
Inspirerend
Objectief
Bedachtzaam
Analytisch
Nauwkeurig
Zorgzaam
Harmonieus
Geduldig
Beschouwend

17. Who’s Afraid of Red,
Yellow and Blue III
Barnett Newman,The Stedelijk Museum Amsterdam

18. Todays SLA color mix…

19. FIERY RED
RADIANT YELLOW
BRIGHT BLUE
SOFT GREEN
What colors are essential to succeed in real-life?
© InsightDiscovery

20. Aggressive
Controlling
Intolerant
Over-bearing
Frantic
Chaotic
Showy
Hasty
Picky
Undecided
Suspicious
Detached
Docile
Withdrawn
Plodding
Stubborn
© InsightDiscovery
Balance, because on a bad day the colors turn…

21. Empathy
is #1
It’s your capacity to recognize the
concerns other people have

22. People will forget what
you said, people will
forget what you did, but
people will never forget
how you made them feel.
Maya Angelou
1928 – 2014

23. Fault-tolerance in
the digital
economy is all
about the
customers’
expectation.
There’s a thin
line between a
good and bad
experience.nce
© Giarte

24. Millennial Maslow

25. Out(r)age
Major Incident

26. © Giarte
IncrementalIncremental
LogicLogic
InsightInsight
VerbalVerbal
Disruptive
Intuition
Oversight
Visual

27. © Giarte
High-techHigh-tech
Software defined networking
Hyper-converged data centers
Adaptive security architecture
Advanced layer manufacturing
Autonomous internet of things
Neuromorphic architecture
Quantum computing
Software defined networking
Hyper-converged data centers
Adaptive security architecture
Advanced layer manufacturing
Autonomous internet of things
Neuromorphic architecture
Quantum computing
High-touchHigh-touch
Intuitive learning
Co-innovation
Emotional requirements
Tailored experiences
Life-hacking
Social return
Experience by design
Intuitive learning
Co-innovation
Emotional requirements
Tailored experiences
Life-hacking
Social return
Experience by design

28. Uber Left Brain Thinking
© Giarte

29. MRI experience
80% of the kids need sedation because they are scared
“Only 5% needs sedation”
With a pirate ship

30. Experience by design
“Start with the customer
experience and work
back towards the
technology.”
Steve Jobs

31. RPO is the
amount of data
that
consumers of
a system are
willing to lose
in the event of
a recovery
RTO is
the amount of
time allowed
for a system to
be recovered
and fully
functional by its
consumers
E-commerce’s left brain E-commerce’s right brain
© Giarte
Recovery Time Objective Recovery Point Objective

32. © Giarte
Average resolution time User satisfaction
Self-reliance opportunity
Lost user productivity
Ticket volume trend
Resolution deviation
Connecting the dots for the service desk

33. First Call Resolution
Technical Availability
Incident Management
Workplace TCO
Pay-per-use
+
First Class Experience
Perceived Availability
Lost User Productivity
Workplace Happiness
Easy-to-use
© Giarte

34. Motivation 1.0 Motivation 2.0 Motivation 3.0

35. Above the wing
Below the wing
Flight delays due to IT

36. Ready for Xperience Level Agreements?
© Giarte

37. ITEMPATHYMAPITEMPATHYMAP

38. No Hassle
How much effort did it take
me personally to get…
the incident resolved?
the service requested?
the information needed?
the change I wanted?
© Giarte

39. Information
Technology
Human Resources Customer Care
Facilities
Management
Facilities
Management
Financial Services
XLA

40. NO RIGHT BRAIN
LEFT BEHIND

41. © Giarte
5GB MP3
player
1,000 songs in
your pocket
Hi, I’m a… Hi, I’m…

42. CWOT
Complete Waste of Time

43. Thanks!
Marco_Gianotten
marco.gianotten@giarte.com+31-6-55381819