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Keynote – Empathy makes winners
Marco GianottenGiarte
45 years
Waterfall
DevOps
Specialization, separation, silos
Digitalization Disruption = Creative Destruction
Traditional IT Digital by Default
© Giarte
Eliminate, Simplify, Standardize and Automate
ESSAWe really need…
Experience
Trust and Compliance
Business Reinvention
Operational Excellence
Outsourcing 2.0
. To the business the acronym SLA often
stands for Secrets, Lies and Assumptions© Giarte
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?
E
T
T
S© InsightDiscovery
What are your SLA colors today?
Strong-willedCompetitive
SharpDemanding
EnthusiastDynamic
ExpressiveInspiring
ObjectiveCautiousAnalyticalAccurate
CaringHarmoniously
PatientlyConsidering
© InsightDiscovery
WilskrachtigDoelbewust
ScherpVeeleisend
EnthousiastDynamischExpressiefInspirerend
ObjectiefBedachtzaam
AnalytischNauwkeurig
ZorgzaamHarmonieus
GeduldigBeschouwend
Todays SLA color mix?
FIERY RED
RADIANT YELLOW
BRIGHT BLUE
SOFT GREEN
What colors are essential to succeed?
© InsightDiscovery
AggressiveControllingIntolerant
Over-bearing
FranticChaoticShowyHasty
PickyUndecidedSuspiciousDetached
DocileWithdrawnPloddingStubborn
© InsightDiscovery
On a bad day…
People will forget what you said, people will forget what you did, but people will never forget how you made them feel.
Maya Angelou1928 – 2014
Empathyis #1
It’s your capacity to recognize the concerns other people have
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
Maslow
Out(r)age
© Giarte
Incremental
Logic
Insight
Verbal
Disruptive
Intuition
Oversight
Visual
© Giarte
High-tech
Software defined networking
Hyper-converged data centers
Adaptive security architecture
Advanced layer manufacturing
Autonomous Internet of Things
Neuromorphic architecture
Quantum computing
High-touch
Intuitive learning
Co-innovation
Emotional design
Tailored experiences
Life-hacking
Social return
Narrative design
Uber Left Brain Thinking
© Giarte
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
© Giarte
Average resolution time User satisfaction
Self-reliance opportunity
Lost user productivity
Ticket volume trend
Resolution deviation
Connecting the dots for the service desk
Experience by design“Start with the customer
experience and work back towards the
technology.”Steve Jobs
MRI experience
“80% of the kids need sedation because they are scared”
“Only 5% needs sedation”
Pirate Ship
© Doug Dietz
Motivation 1.0 Motivation 2.0 Motivation 3.0 What motivates us?
Above the wing
Below the wing
Flight delays due to IT
Ready for Xperience Level Agreements?
© Giarte
XLA canvas
Identify the touch points for user
experience
What are desired experiences for the
touch points?
What’s holding you back from delivering
it right now?
Which UX and business KPI’s to choose? Simplify!
How to motivate continuous
improvement?
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
NO RIGHT BRAINLEFT BEHIND
© Giarte
5GB MP3player
1,000 songs in your pocket
Hi, I’m a… Hi, I’m…
Terminal seriousness
Creativity Index
© Paul Iske
