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Enterprise IT
Crtl Alt Delete =
© Giarte
Digitalization Disruption = Creative Destruction
Data equity will be as
important as brand equity
TLG
TCO
Top-Line Growth is the holy grail of alignment
© Giarte
Transforming digitalization into a money-making machine
© Giarte
Data is the new oil
3D printing = e-industry
Sales boost
CI(n)O?
Bypass?
I like my
IT department
Most SLAs are like watermelons: green outside, ‘red’ inside
© Giarte
Feel the business’ heartbeat and be a digital entrepreneur
© Giarte
The ultimate boost for digital-fueled business innovation,
is when the costs of failure are driven down to almost zero.
© Giarte
Darwin
Mission critical
© Giarte
Managing business-critical IT needs an out-side in mindset
© Giarte
© Giarte
IT debt was once defined
as a deferred technical
expense. Today it’s about competitive disadvantage
Zero repeat
April 3, 2010
Changes the IOS of the brain
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
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
Empathy
is #1
It’s your capacity to recognize the
concerns other people have
Mirror neurons
Maslow 2.0
Enterprise IT loves Consumerization 2.0:
CYO, FYO, BYOA, BYOI…
© Giarte
Technology
Solutions
UX
Credible
Desirable
Valuable
Easiness
Accessibl
e
Usable
Useful
© Giarte
IT E.Q.
UX is short for
User eXperience
100% Uptime 2.0
100% Uptime Customer / User
Experience
Performance Index (based on business-critical
E2E chains and IT Services)
Downtime Severity 1 Incidents
# minutes ( -/- 50%)
# Severity 1 Incidents
(-/-20%)
Problem analysis (Sev 1) within 20
working days (75% healthy)
Severity 1 incidents linked to problems
(100%)
Leadtime # open Problems
(80% closed within 180 days)
# Changes causing Severity 1 Incidents
(0%)
Operational Performance
(L)user?
Why do users feel so helpless interacting with helpdesks?
© Giarte
Multi-channel support is about experience and effectiveness
© Giarte
Not only fix the incident, but also the customer
© Giarte
In services the worst thing that can happen is when customers
get ‘pizzled’: being pissed-off and puzzled at the same time
© 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
4m
ln €
A
nnua
l Sav
ings
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 satisfaction ratings incidents
Number of calls (per user) per year 9.6 7
10 Number of FTEs Service Delivery 13
90%
Overall
satisfaction
worldwide
Quick view United States
Quick view offers an overview of the service areas within the selected location
Scorecards offer an overview of the service areas within the selected location, with more detailed information on the score
Scorecard United States
Evaluations offer an detailed overview of a particular service area within the selected location
Evaluated Incident-tickets United States
One evaluation
gives you the
smallest details of a
particular end user
One single
evaluations
Service area score incidents
worldwide
Selection
menu
40 HP resolver
groups clustered
under one name
40 HP resolver
groups, puled down
for more details
