The document provides an agenda for an event titled "From Service To Experience". Key points:
- The event will include various presentations and a demonstration on moving from a service level agreement (SLA) focus to an experience level agreement (XLA) focus.
- A breakout session will discuss measuring user sentiment and experience, which are seen as key to defining an XLA, rather than just quantitative metrics.
- The document discusses challenges around defining what to measure to improve experience, and emphasizes the importance of qualitative user sentiment data, not just quantitative SLA metrics.
- Moving from a service mindset to an experience mindset requires changes in governance, tools, and culture to prioritize the end
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.
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.
From SLAs to XLAs | Shift to pro-active service deliverynexthink
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
Nice and specific with XLA.
Xperience Level Agreement started as a countermovement in the fight against so-called ‘watermelon’ SLAs. These SLA’s result in green scorecards at first glance, while customers are red-faced with frustration on the inside. XLA has since grown into a widely supported methodology and ITSM solutions for measuring and working towards a proper experience. Marco takes you on a whirlwind tour of how to use XLA and focusses on those KPIs that really make a difference. Another special aspect of this day is the launch of XLA for TOPdesk. The future of service excellence? Feel is the new killer app!
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.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a collection of PowerPoint diagrams and templates used to convey 20 different digital transformation frameworks and models.
INCLUDED FRAMEWORKS/MODELS:
1. Ten Guiding Principles of Digital Transformation
2. The BCG Strategy Palette
3. Digital Value Chain Model
4. Four Levels of Digital Maturity
5. Customer Experience Matrix
6. Design Thinking Framework
7. Business Model Canvas
8. Customer Journey Map
9. OECD Digital Government Transformation Framework
10. Accenture's Nonstop Customer Experience Model
11. MIT's Digital Transformation Framework
12. McKinsey's Digital Transformation Framework
13. Capgemini's Digital Transformation Framework
14. DXC Technology's Digital Transformation Framework
15. Gartner's Digital Transformation Framework
16. Cognizant's Digital Transformation Framework
17. PwC's Digital Transformation Framework
18. Ionolgy's Digital Transformation Framework
19. Accenture's Digital Business Strategy Framework
20. Deloitte's Digital Industrial Transformation Framework
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.
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.
From SLAs to XLAs | Shift to pro-active service deliverynexthink
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
Nice and specific with XLA.
Xperience Level Agreement started as a countermovement in the fight against so-called ‘watermelon’ SLAs. These SLA’s result in green scorecards at first glance, while customers are red-faced with frustration on the inside. XLA has since grown into a widely supported methodology and ITSM solutions for measuring and working towards a proper experience. Marco takes you on a whirlwind tour of how to use XLA and focusses on those KPIs that really make a difference. Another special aspect of this day is the launch of XLA for TOPdesk. The future of service excellence? Feel is the new killer app!
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.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a collection of PowerPoint diagrams and templates used to convey 20 different digital transformation frameworks and models.
INCLUDED FRAMEWORKS/MODELS:
1. Ten Guiding Principles of Digital Transformation
2. The BCG Strategy Palette
3. Digital Value Chain Model
4. Four Levels of Digital Maturity
5. Customer Experience Matrix
6. Design Thinking Framework
7. Business Model Canvas
8. Customer Journey Map
9. OECD Digital Government Transformation Framework
10. Accenture's Nonstop Customer Experience Model
11. MIT's Digital Transformation Framework
12. McKinsey's Digital Transformation Framework
13. Capgemini's Digital Transformation Framework
14. DXC Technology's Digital Transformation Framework
15. Gartner's Digital Transformation Framework
16. Cognizant's Digital Transformation Framework
17. PwC's Digital Transformation Framework
18. Ionolgy's Digital Transformation Framework
19. Accenture's Digital Business Strategy Framework
20. Deloitte's Digital Industrial Transformation Framework
This presentation was delivered by Pierre Gleize, head of the Service Management Practice at Orange Business Services, at the ServiceNow Forum on 8 October in Paris. More information on Customized Infrastructure Care is available here: http://oran.ge/19zNUP8
Why, When and How Do I Start a Digital Transformation?Acquia
Presented at Acquia Engage APAC by Brittany Fox, Marketing Campaign Strategist, Deloitte.
Every organisation undergoing a marketing transformation has a starting point, with the difference only being the product of internal capability and maturity. At Deloitte, we take our clients from their starting point to being ready for whatever the next innovation is. This is the only real mechanism enterprises can implement for the future.
Digital Transformation - an introductionsimonbarna
When you commission a new digital solution, you'll change your business operation and strategy: this is digital transformation. Here's an overview of how to do it well.
Our world’s digital landscape is evolving faster than ever before, the only constant is change and most enterprises are struggling to adapt. In this webinar, we deep dive into Digital Transformation – the business strategy that can unlock new, better and bigger growth opportunities for your company.
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.
Digital Transformation Strategy PowerPoint Presentation Slides SlideTeam
Presenting this set of slides with name - Digital Transformation Strategy Powerpoint Presentation Slides. Our topic-specific Digital Transformation Strategy Powerpoint Presentation Slides presentation deck contains twenty-three slides to formulate the topic with a sound understanding. A range of editable and ready to use slides with all sorts of relevant charts and graphs, overviews, topics subtopics templates, and analysis templates makes it all the more worth. PPT slides are accessible in both widescreen and standard format. PowerPoint templates are compatible with Google Slides. Quick and risk-free downloading process. It can be easily converted into JPG or PDF format
Service management
ITIL and the Service value system
ITIL Guiding principles
ITIL Service value chain
ITIL Four dimensions
ITIL Practices
ITIL Continual improvement
ITIL Certification scheme
What’s in it for me?
Digital Transformation Strategy & Framework | By ex-McKinseyAurelien Domont, MBA
Go to www.slidebooks.com to Download and Reuse Now a Digital Transformation Strategy & Framework in Powerpoint | Created By ex-McKinsey & Deloitte Strategy Consultants.
Digital Transformation - another buzzword around the globe, is it? Well, it is a trend of course, but, all of trends has some reason behind them. So, what Digital Transformation stands for? What is transformed? How the transformation is done? Why do we need to transform something? This presentation focuses on answering these questions and understanding what stands behind the trend called Digital Transformation from user experience point of view.
Digital transformation sweet spot: Business operationsMarcel Santilli
Learn more: https://insights.hpe.com
Your enterprise can digitally transform by gaining insights from your data to improve the experience for your customers.
Enterprises need to make over all aspects of their business, because today’s customers expect frictionless experiences — and because new competitors launched with the latest technologies can change and respond to customers faster than mature companies.
Start with the fact that your enterprise has valuable assets that start-ups don’t — your customers. Fostering loyalty among these customers requires improving their interaction with not only your products and services, but also sales, billing, support and shipping operations. Successful companies count on digital technologies to transform the total customer experience. As consumers, we’ve come to expect digitally enabled products as the new normal. But what’s the next step for your enterprise? Find ways to translate into their business lives what people love and expect as consumers.
Enterprises can learn from the digital leaders who look for ways that apps and data can be added to products to create new value over time. Digital leaders use what they learn from the data to reshape core operations to drive the enterprise forward. What’s considered a core operation varies from industry to industry, but the common characteristic is that core operations make up a sizable portion of the enterprise budget. Gaining even a modest amount of efficiency through digital transformation can significantly impact the bottom line. Data also can be used to predict mechanical failure and to schedule preventive maintenance to avoid business disruptions.
Digital transformation begins with data. So how can your enterprise gain insights from your data to improve the experience for your customers?
Understanding digital transformation involves understanding the DNA of your company, your employees, and your customers to identify the best way to deliver value and increase organisations' positive impact on revenue, employee retention, and customer experience.
This requires a change management approach and to look at 5 key pillars:
1. The Business model
2. The Operational model
3. Leadership & Capability
4. Customer Experience
5. Technology
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.
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
This presentation was delivered by Pierre Gleize, head of the Service Management Practice at Orange Business Services, at the ServiceNow Forum on 8 October in Paris. More information on Customized Infrastructure Care is available here: http://oran.ge/19zNUP8
Why, When and How Do I Start a Digital Transformation?Acquia
Presented at Acquia Engage APAC by Brittany Fox, Marketing Campaign Strategist, Deloitte.
Every organisation undergoing a marketing transformation has a starting point, with the difference only being the product of internal capability and maturity. At Deloitte, we take our clients from their starting point to being ready for whatever the next innovation is. This is the only real mechanism enterprises can implement for the future.
Digital Transformation - an introductionsimonbarna
When you commission a new digital solution, you'll change your business operation and strategy: this is digital transformation. Here's an overview of how to do it well.
Our world’s digital landscape is evolving faster than ever before, the only constant is change and most enterprises are struggling to adapt. In this webinar, we deep dive into Digital Transformation – the business strategy that can unlock new, better and bigger growth opportunities for your company.
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.
Digital Transformation Strategy PowerPoint Presentation Slides SlideTeam
Presenting this set of slides with name - Digital Transformation Strategy Powerpoint Presentation Slides. Our topic-specific Digital Transformation Strategy Powerpoint Presentation Slides presentation deck contains twenty-three slides to formulate the topic with a sound understanding. A range of editable and ready to use slides with all sorts of relevant charts and graphs, overviews, topics subtopics templates, and analysis templates makes it all the more worth. PPT slides are accessible in both widescreen and standard format. PowerPoint templates are compatible with Google Slides. Quick and risk-free downloading process. It can be easily converted into JPG or PDF format
Service management
ITIL and the Service value system
ITIL Guiding principles
ITIL Service value chain
ITIL Four dimensions
ITIL Practices
ITIL Continual improvement
ITIL Certification scheme
What’s in it for me?
Digital Transformation Strategy & Framework | By ex-McKinseyAurelien Domont, MBA
Go to www.slidebooks.com to Download and Reuse Now a Digital Transformation Strategy & Framework in Powerpoint | Created By ex-McKinsey & Deloitte Strategy Consultants.
Digital Transformation - another buzzword around the globe, is it? Well, it is a trend of course, but, all of trends has some reason behind them. So, what Digital Transformation stands for? What is transformed? How the transformation is done? Why do we need to transform something? This presentation focuses on answering these questions and understanding what stands behind the trend called Digital Transformation from user experience point of view.
Digital transformation sweet spot: Business operationsMarcel Santilli
Learn more: https://insights.hpe.com
Your enterprise can digitally transform by gaining insights from your data to improve the experience for your customers.
Enterprises need to make over all aspects of their business, because today’s customers expect frictionless experiences — and because new competitors launched with the latest technologies can change and respond to customers faster than mature companies.
Start with the fact that your enterprise has valuable assets that start-ups don’t — your customers. Fostering loyalty among these customers requires improving their interaction with not only your products and services, but also sales, billing, support and shipping operations. Successful companies count on digital technologies to transform the total customer experience. As consumers, we’ve come to expect digitally enabled products as the new normal. But what’s the next step for your enterprise? Find ways to translate into their business lives what people love and expect as consumers.
Enterprises can learn from the digital leaders who look for ways that apps and data can be added to products to create new value over time. Digital leaders use what they learn from the data to reshape core operations to drive the enterprise forward. What’s considered a core operation varies from industry to industry, but the common characteristic is that core operations make up a sizable portion of the enterprise budget. Gaining even a modest amount of efficiency through digital transformation can significantly impact the bottom line. Data also can be used to predict mechanical failure and to schedule preventive maintenance to avoid business disruptions.
Digital transformation begins with data. So how can your enterprise gain insights from your data to improve the experience for your customers?
Understanding digital transformation involves understanding the DNA of your company, your employees, and your customers to identify the best way to deliver value and increase organisations' positive impact on revenue, employee retention, and customer experience.
This requires a change management approach and to look at 5 key pillars:
1. The Business model
2. The Operational model
3. Leadership & Capability
4. Customer Experience
5. Technology
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.
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
IT Service Catalog: Customer, Provider and Manager Views of a Service CatalogEvergreen Systems
Please join us for a 30,000 foot view of the customer, provider and manager’s views of the Service Catalog. We will combine high level content from over 20 webinars we presented this year as we consider 3 success keys and 3 critical challenges to overcome, from each perspective.
This content rich webinar is enhanced by our newest intellectual property, as we unveil our Evergreen's “Service Governance Design Principles” guide. Another tool from Evergreen’s consulting toolkit, it covers the roles, responsibilities, KPIs and makeup of a Service Governance capability & process. With it you can build a clear, direct governance process correctly, which you can rely upon to create and manage high quality, consistent services for your Service Catalog efforts.
As always, we will demonstrate these concepts in our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
For full webinar recording including ServiceNow demo please visit http://content.evergreensys.com/webinar-it-service-catalog-customer-provider-manager-views-turkey
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
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’.
Last year in May, where we could do what we liked and Covid19 was not even a word, the itSMF organized an event to review ITIL4 and how it positioned itself in the agile service management world. For those who joined, I said that all the information shared was based on the ITIL4 foundation input. Since then, a lot has happened. Also in the world of ITIL4. Axelos released 4 more specialist and strategist titles and 35 practice titles.
It gave the possibility to revisit the initial understanding, challenge it and extending it to the level I am at today. I also said that when time is right, I would share my insights.
So if you want that in depth review of how Axelos has reinvented ITIL and how for me, this evolution of ITIL is as disruptive as the market we are in today, mark in your agenda : 26th of November from 17:30 until 19:00
What can you expect from this indepth session on ITIL4? We will start off with a short recap of the foundation, so even people not really familiar with the basic ins and outs can follow the session.
After that introduction, the 4 core volumes added as part of the managing professional will be reviewed and connected to the ITIL4 operating model. We will investigate how each of the volumes adds tools and guidance, allowing a service driven organisation to become the best version of itself.
Personally it has been a discovery journey which took and still takes time to grasp the potential. I hope that by the end of the session, some of the insights might be of use in your own service management evolution journey.
Eddy Peters
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.
A webinar by Barclay Rae on how to gamify your IT service desk, the various challenges involved and how to overcome these challenges.
Download the white paper on Gamfying your IT service desk by Barclay Rae from http://resources.freshservice.com/gamifying-your-service-desk.html
DevDigital Presentation: How Much Are Your Digital Assets Worth?maggiedevdig
Every business is now a digital business and those where the full C-Suite understand the benefits of this are those that will be most successful.Executive leadership teams must recognize that the separation between technology and business has vanished, and that understanding and using technologies is now the key to any long lasting success.
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/
Delight 2013 | Digital Experience WorkshopDelight Summit
Slides from the Delight 2013 Digital Strategy workshop with Colin O'Neill, Dave Wieneke, and Barbara Holmes.
Originally presented at Delight 2013, Oct. 7-8, 2013. http://delight.us/conference
This is an extension on a presentation provided to the Unicom #DevOps North event in February 2017. It discusses the Challenges facing the transformation to Digital Business today and how that can be assisted by Starting with Why, thinking Agile, Breaking down delivery by value, Using the #IT4IT open standard and third parties
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.
Experian: Dynatrace real time feedback changed the development culture at exp...Dynatrace
At Experian, we unlock the power of data to create opportunities for consumers, businesses and society. Our customers rely on us for a positive user experience as we help them make decisions at some of the most crucial times in their professional lifespan. The faster the application process - the better the user experience. Essentially when we do not process fast enough, it affects not only our customers financial bottom line but their reputation. Since Dynatrace was introduced into the SDLC, this added tool in our toolbox, has completely changed our engineering and business culture. The Operations Teams have benefited enormously thanks to its real-time usage, performance and quality feedback from the Application Development Teams. By allowing Experian to find, react faster, and in a more automated fashion; we are able to ensure the health of our ongoing applications whilst also applying better quality and improved performance in our application releases. In this session we learn more about how Real User Monitoring Data is leveraged within Experian, how we monitor 3rd party REST providers, and how we enforce our own as well as 3rd party SLAs across the DevOps Pipeline!
Scotland's only conference devoted to ITSM (IT Service Management) attended by over 150 IT professionals. This event was held 25th October 2016, Edinburgh.
Similar to SLA to XLA Workshop, Edinburgh 2019 (20)
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.
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.
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”.
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’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?
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Session Overview
-------------------------------------------
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4. The All New Event Agenda
• 10:00 Event Introduction Neil
• 10:10 SLA to XLA Introduction Neil
• 10:30 XLA and the Enlighted CIO Alan
• 11:00 From SLA to XLA – Re-thinking the end user KPIs D’Ago
• 11:30 Comfort and Refreshment Break
• 11:45 Learning Through Experience SXP
• 12:05 Great Customer Service is Experience Chris
• 12:35 Q&A the Speakers
• 12:45 Networking Lunch
• 13:30 Nexthink Demonstration D’Ago
5. The Royal Mile - Edinburgh
• TRM is actually one mile and 107 yards from the entrance to
Edinburgh Castle to the gates of the Palace of Holyrood House
• TRM is thought to be the oldest street(s) in Edinburgh and is built on
an old volcano
• You can legally spit on one part of the Royal Mile
• Daniel Defoe said that it is the "Longest and Finest Street in the
World”
• Qualitative v Quantitative
6. The Relevance of
Measurements
• “If you can’t measure it, you can’t improve it” – Lord Kelvin
Reasonable
Endeavours
Key
Performance
Indicators
Service Level
Agreements
Experience
Level
Agreements
7. But What To Measure
• Telephone Answer Time?
• Incident Response Time?
• Number of Major Incidents?
• Fix Time?
• Up Time?
• Down Time?
• Network Bandwidth?
• System Availability?
• Number of Projects?
• Number of Changes?
• By Department?
• By Location?
• By Customer?
• All of these are relevant but
they are only Quantitative
Data so you only get half the
picture....
User Sentiment is Key
8. Why User Sentiment
• SLAs v Happiness
• Ryan Air v EasyJet
• Understanding an individual experience is complicated
9. Gathering User Sentiment
• You cannot have a true XLA without user sentiment:
• Who are you targeting?
• When are you targeting them?
• How are you targeting them?
• What tools are you using?
• What questions are you asking?
• Is this repetitive to show improvements?
• Why is their expectation set as it is?
• What perception do they have of your services?
10. Step 1
Understanding Where You Are?
Chaotic
• Helpdesk
• No documentation
• No SM Tool
• Best Endeavours
Reactive
• Firefighting
• Alerting Tools
• Inc. Management
• MIM
• Early Stage SM Tool
• KPI’s
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
11. 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
13. What is Relevant to Employees?
• Review your existing SLAs to see if/how they can underpin an XLA strategy
• At a minimum we know that users expect that:
• The system(s) work when they are needed
• The employee can do their job
• Things are improving
• This could be summarised in:
• Productivity
• Proactivity
Note 1
Note 2Note 3
14. Step 2a - Productivity KPIs
• System Availability times – when do they need to be available?
• System Speed of Response times – how will you measure this?
• Calls answered quickly in multiple methods
• Calls resolved at first touch - clear correlation between this and
improved satisfaction
• Calls resolved in 15/30/60 minutes
• Number of Incidents re-opened (reducing)
15. State of Incidents in 2019
• 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, …)
• Incidents are Expensive!!
• £17 per L1
• £48 per L2
• Service Desk are a consequence of
poor Experience
16. Step 2b - Become Proactive
• Build KPIs on MTTR
improvements
• Build KPIs on Incident
Reduction
• Build KPIs on successful
transitions/changes
• Build KPIs on innovations
and adoption of
innovation
• Build KPIs on Shifting Left
Become proactive
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
17. 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
• Culture of gathering and studying Experience data – data scientists
• Culture of putting Experience at the heart of what you do
19. Alan Nance
Co-Founder and Managing Partner
CitrusCollab
What 'Experience'
Means For Enlightened
Executives
20. • Business focus is moving from service to experience
• Organisations are exploring possibilities outside of their traditional boundaries,
whether this is an ecosystem, a coalition, or a trading arrangement
• Your battleground for relevance is moving away from people, process and technology
to experience insights, design, delivery and management
The science of experience, underpinned by XLAs is an essential capability
What would I like you to believe?
22. In today’s world, our staff, our business colleagues, and our
customers are all producers and consumers
They are no longer end-users at the terminal of a service
In a world that has changed so much, shouldn’t we change the way
we interact with that world?
The end-user as a concept is dead
The business consumer is king
End-users = people
23. • Create digital solutions that excite beyond the usual measures of business viability
and technical feasibility
• Consumers need not know how a solution was created; instead, they want an
emotional need met
• Build an emotional journey for IT with logic sprinkled in; not a logical journey
aggressively managed with technical key performance indicators (KPIs)
• One-IT focussed on improving the experience for all staff, and all customers
The new challenge for enlightened executives
24. • Recent ITSM Academy poll:
• 2.7% happy with their service level agreements
(SLAs)
• 87% said SLAs are internally focussed and are
not about the customer, the employee, or the
experience
• Giarte, inventors of XLA report:
• Less than 2% of KPIs used today have anything
to do with the experience of customers or
employees
• The average satisfaction of a service desk hasn’t
moved in 10 years
Source: Harvard Business Review Analytic Services Survey, 2017
Where do we stand?
ORGANISATIONS AREN’T READY TO DELIVER
SUPERIOR CUSTOMER EXPERIENCES
Percentage indicating that a superior customer experience is
important and whether the organisation has the needed tools and
skills
A superior customer
experience is important to our
organisation’s success
86%
STRONGLY
AGREE
34%
STRONGLY
AGREE
Our organisation has the tools
and skills to deliver superior
customer experiences
25. Enlightened executives know people define success
35%
25%
20%
15% 15% 15% 15%
10%
Building great
teams
Transform
culture of IT
team
Customer
focussed
Centralised IT
functions
Strong
leadership
team
Developing
staff
Products
focussed
Driving KPIs
% of CIOs who accredit their success to below factors
75%
of CIOs believe the key to
success for them is grounded
in the success of their
teams
compared to only
10%
who accredit it to driving
KPIs
26. Enlightened executives are connected
70% 18%
% of enlightened CIOs
active on LinkedIn
% of conservative CIOs
active on LinkedIn
27. Sentiment is important
“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
29. Grow a kiwi
Moving from a defined
service after the contract to
to an experience before the
contract
30. “Individuals are exercising their power at
a level not witnessed before.
Whether they are consumers or
colleagues, every interaction with you is
a chance for them to vote with their
wallet or their feet.
That vote is primarily emotional.
They can choose to invest in you, tolerate
you, or walk away.”
• Experience shapes people’s opinions,
decisions and actions
• Experience is cumulative
• Perception really is reality
• Experience has consequences
• Every delivery action, no matter how
small or buried in the organisation,
affects experience
• Experience is about outcomes, not
steps in a process
Why does experience matter?
31. The evolution from SLA to XLA is a journey
What have we learnt from enlightened executives?
32. Experience Level Agreements (XLAs)
• are NOT upgraded SLAs
• do NOT replace SLAs – XLAs are to SLAs, what Einstein is to Newton
• are designed based on data most currently do not use, or have
Execution of XLAs require different design processes,
a different culture, different governance, and augmented tooling
What would I like you to know?
33. • A dialogue between stakeholders
• Shared context combines what others know well with what we know differently
• Shared context, amplifies respect
• XLA has respect at its core
• SLA is a contract, but an XLA is a commitment
XLA
34. “When you change the way
you look at things,
the things you
look at change”
Nobel Prize Winner, Physics
Max Planck
1815 - 1947
35. Experience in context
Doing what you’re
supposed to do
Satisfaction
Output-based
Experience
Outcome based
Doing what
really matters
36. The expectation gap between IT and the business
XLAs connect technical
performance with customer
perceptions across all IT
transactions and interactions
TECHNOLOGY
XLAs bridge the
gap
OUTCOMES
37. IT: You’re going to love the
upgrade to Office365 Meanwhile in the business…
38. Output vs. outcome
Output
Technical uptime
Function points
Story points
Code production
Team efficiency
Outcome
Business availability
Customer delight
Employee engagement
Commercial impact
Time to market
40. SLA
• SLA contracts were created over 30 years ago to solve a
particular definition problem in service management:
• What is supplier to do?
• How is supplier to do it?
• How well is supplier to do it?
• A stew benefits from a little spice. A bucket full of spice
(KPIs) does not make the stew (SLAs) better
• Transactional and output based
• Only measure a percentage of actual technical
transactions that were selected at time of contract
• Adversarial in nature with many sticks, few carrots
XLA
• An experience commitment before a contract to
create positive sentiment around a product,
service or interaction:
• Are our customers happy?
• Are we doing what matters to the business?
• Are we improving experience?
• A dialogue between stakeholders embracing
empathy and respect as vital to success
• Aspirational and outcome based, built on respect
• Measures moments of time that reflect the
cumulative quality of the customer relationship
• Continuum of consequences with a range of
carrots and sticks
Comparing SLA to XLA
41. In with XLAs and out with SLAs?
• SLAs remain a pre-requisite for XLAs, just
do not need so many KPIs or all the
technical reporting
• We need to combine X-data from XLAs
with O-data from SLAs to create an
appropriate experience
Science of experience at work
An evolutionary approach: play to strengths
43. Layering X and O data
Desired Experience
XLA
Experience indicators
(XIs)
SLA
KPIs
XLA
Experience indicators
(XIs)
SLA
KPIs
XLA
Experience indicators
(XIs)
SLA
KPIS
X-Data
O-Data
44. "Conversation is a meeting of minds with different memories and habits.
When minds meet, they don't just exchange facts: they transform them, reshape
them, draw different implications from them, engage in new trains of thought.
Conversation doesn't just reshuffle the cards: it creates new cards."
Prof. DR. Theodore Zeldin
From interacting to conversing
45. We can’t keep doing the same things
if we desire other outcomes
A new governance approach
50. 1. Imagine how you (want to) make people feel about
your service, product, or you
2. Imagine, how might you change from a service desk to
an experience desk?
3. Imagine, how might you change from a call center to a
conversation center?
4. Imagine, how might you change from a service
management organisation to an experience
management organisation?
5. Rethink how you need to govern
6. Rethink the relationship between SLA and XLA
What would I like you to do?
51. Always remember
The core message of XLA, and the science of experience
“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
58. 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
59. 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
60. Service
Where does the service start?
Storage
Network
Storage
Power
Power Web Server
Data
Center
61. Where does the service stop?
Storage
Network
Storage
Power
Power Web Server
Data
Center
66. 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
Service
Surveys
Service Health
• Operational Reports
Service Maturity
• NONE
67.
68. 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
70. Impediments to success
BUSINESS IT
REAL-TIME
VISIBILITY
COST OF
SERVICES
INNOVATION
SPEED
CUSTOMER
EXPERIENCE
BUSINESS
ALIGNMENT
71. 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 satisfaction 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 Institute
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
72. 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
76. How can you measure digital experience
and its business outcomes?
Introducing Digital Experience Score
77. 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
79. 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
80. If IT and the customer
have worked together
successfully…
81. We can go from this…
Source: Forrester Research, Dec. 2017, “Engineer Your Technology Environment To Improve Employee Productivity And Flow” by David K. Johnson
82. 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
85. SXP (Serious Experience) is focused wholly on developing and delivering
genuinely transformational experiences, our own experience and expertise
growing over years of serious game and simulation design.
Our deep industry knowledge enables the creation of highly relevant,
business-issue focused simulations that are designed to resonate with the
transformation challenges facing executives and their teams today.
About SXP Ltd
87. Experiential Learning
After Kolb’s Experiential
Learning Cycle
Do
‘Practical contact with and observation
of facts or events’
• Learning from Experience
• Each Round = 28 Mins
• 1 to 4 x Rounds
• Gain Understanding and Buy-in
’An event or occurrence which leaves an
impression on someone’
Experience is…
Analyse
Simulate
Implement
Innovate
88. • A high impact, highly immersive
classroom based experience
• Experience transition to an agile,
customer centric enterprise with digitally
focused delivery of service - Digital
Transformation
Simulation Overview
• SLA to XLA: Understand the importance of
Customer/User Experience
• Focus on people and processes (ways of working)
• Provide context for the technologies and practices
which are enabling digital transformation
91. Simulation Scenario
• Airline Scenario - We’re all familiar with the ‘Airline
Experience’
• Running a legacy Airline in a market with digital
challengers
• Leaderboard based on Profit Margin
• Business and IT collaborate to grow the business
• Increased margin through: new and improved
products, greater efficiency, new digital channels
• Supporting existing products: increase availability
and customer experience
94. Tech OpsSoftware Dev
OpsMarketing
Business Partners
Simulation Screen
‘If you’re not serving the
customer, your job is to be
serving someone who is.’
— Jan Carlzon, SAS
Experience
Management
Office
Simulation Progression
95. • C-suite Executives
• Technology Leaders and Project Teams
• Employees as part of Enterprise Transformation Enablement
• Education: DevOps, ITIL4, Agile, Lean, XLAs
• Attendees of Conferences/Marketing Events
• Undergraduate Technology courses
• Newcomers to IT - Apprentices, Graduates etc.
Target Audience
96. • Strategic challenges - facing enterprise digital transformation - legacy
thinking, dysfunctional culture, capability and practice, SLA Mentality
• Digital focus - technology practices such as CI/CD, CT, SRE as well as
DEX, API’s, Microservices and SaaS capabilities.
• Powerful demonstration of how value can be added and risk removed
from the investment portfolio
• Holistic IT experience - full range of the potential levers available, including
DevOps, ITIL4, Lean, Agile and XLAs
• SLAs to XLAs - Understanding Customer Experience and how to improve
• A powerful tool to drive organisational change through a number of key
self realisations that empower action and ownership
Potential Learning Outcomes
97. ‘The Only Thing More Painful
Than Learning from Experience
Is Not Learning from Experience’
― Anon
98.
99. 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
106. 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?
107.
108. 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!