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[email protected] Marco_Gianotten
TLG TCO
Revenue generating IT = Top-Line Growth
Transforming digitalization into a money-making machine
Data is the new oil
3D printing = e-industry
Provisioning of data and applications to test 10,000 faster!
TTM in branchless banking
Bank-in-a-box
Ideally, you should get rid of system administration altogether, and just build and innovate on existing services offered by others
.
Innovators and Early Adopters
Early majority
Late majority
Laggards
Digital Leadership
Versus
Traditional IT Business’ reality
Traditional role Digital by Default
But…
© Giarte!
Do I like my IT IT department?
ROI of UX
S A .
E
T
T
S © InsightDiscovery
What color are your SLAs today?
Strong-willed Competitive
Sharp Demanding
Enthusiast Dynamic
Expressive Inspiring
Objective Cautious Analytical Accurate
Caring Harmoniously
Patiently Considering
FIERY RED
RADIANT YELLOW
BRIGHT BLUE
SOFT GREEN
What colors are essential to succeed?
Verbal, sequential and analytical Visual, random and creative
Present and past Present and future
Learning takes effort Instant learning on the fly
Respond to logic Respond to emotions
Use logics to solve problems Use intuition to solve problems
Identify important details See the end result
Incremental change Disruptive change
Be cautious and careful Dare to take risk
© Giarte!
It’s according the specs Above customer expectation
Gold, silver or bronze? Just do your job!
Number of major incidents Total business impact
10% reduction of TTM IT projects Outperform the competition
Read the ‘fricking’ manual! I’m not a nerd, don’t make me think!
We have follow procedures Too much effort to get things done
© Giarte!
Entrepreneurs do not tend to innovate more frequently than managers. However, when entrepreneurs do innovate, they actually use their brains in a different and more complete way
Maurizio Zollo, MIT!
Improvement! Innovation!
First Call Resolution
Technical Availability
Incident Management
Workplace TCO
+ First Class Experience
Perceived Availability
Lost User Productivity
Workplace Happiness
=
© Giarte!
.
.
The Theory of Constraints, LEAN and TQM are the big three in quality methodologies. They all agree on one thing: Work In Progress is the silent killer.
Due date problems, quality issues and re-juggling priorities are signs of WIP issues. The biggest category of work within IT is unplanned. It’s UWIP!
© Giarte!
Experience Level Agreements?
Measurement and steering
on soft metrics
Bridging soft and hard
metrics
Insights and oversight for improvement
© Giarte!
Average resolution time User satisfaction
Raw versus clean FCR
Lost user productivity
Ticket volume trend
Resolution deviation
© Giarte!
No-Hassle aka Service Effort Score
Workplace Happiness
FTR according to the users
© Giarte!
“Not only fix the problem, also fix the user”
© Giarte!
How much effort?
…did it take me personally to get
the incident resolved?
the service requested?
the information needed?
the change I wanted? © Giarte!
4mln
€
Ann
ual S
aving
s
DSM IS A GLOBAL SCIENCE-‐BASED COMPANY ACTIVE IN HEALTH, NUTRITION AND MATERIALS WITH ALMOST 20,000 EMPLOYEES.
With ONE IT, DSM Global ICT wanted to prevent waste in the E2E incident management. Input-based metrics (average time to respond, average handling time) and SLA targets valued speed over quality and often deliver a high-effort experience for the user.
User experience was made leading in performance management. When tickets are closed, the user determines if closed is actually solved (according to the user). MSPs are rewarded for user experience.
50.000 Decrease # of incidents by
= 40% less
START
70%
+18 MTHS
6.5 7.4
FACT ZONE DSM ITSAT CASE
First Time Right
User saQsfacQon raQngs incidents
Number of calls (per user) per year 9.6 7
10 Number of FTEs Service Delivery 13
90%
NO RIGHT BRAIN LEFT BEHIND
It’s your capacity to recognize the concerns other people have
Terminal seriousness
