marco.gianotten@giarte.comMarco_Gianotten

Empathy makes WinnersExperience First in next gen Service Management

XLA

“Enterprise IT is beige”

HardUnnaturalComplex

PleasurableIntuitiveSimple

…45 years ago

The start of Enterprise IT

Waterfall

DevOps

A tale of specialization, separation and silos

Digitalization Disruption = Creative Destruction

Traditional IT Digital by Default

© Giarte

Move on

Ideally, you should get rid of system administration altogether, andjust build and innovate on existing services offered by others

.

Eliminate, Simplify, Standardize and Automate

ESSAWe really need…

S ATo the business the acronym SLA often stands for

Secrets, Lies and Assumptions© Giarte

It has nothing to do with the quality experiencedby 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

WilskrachtigDoelbewust

ScherpVeeleisend

EnthousiastDynamischExpressiefInspirerend

ObjectiefBedachtzaam

AnalytischNauwkeurig

ZorgzaamHarmonieus

GeduldigBeschouwend

Who’s Afraid of Red,Yellow and Blue III

Barnett Newman,The Stedelijk Museum Amsterdam

Todays SLA color mix…

FIERY RED

RADIANT YELLOW

BRIGHT BLUE

SOFT GREEN

What colors are essential to succeed in real-life?

© InsightDiscovery

AggressiveControllingIntolerant

Over-bearing

FranticChaoticShowyHasty

PickyUndecidedSuspiciousDetached

DocileWithdrawnPloddingStubborn

© InsightDiscovery

Balance, because on a bad day the colors turn…

Empathyis #1

It’s your capacity to recognize theconcerns other people have

People will forget whatyou said, people willforget what you did, butpeople will never forgethow you made them feel.

Maya Angelou1928 – 2014

Fault-tolerance inthe digitaleconomy is allabout thecustomers’expectation.There’s a thinline between agood and badexperience.nce

© Giarte

Millennial Maslow

Out(r)age

Major Incident

© Giarte

IncrementalIncremental

LogicLogic

InsightInsight

VerbalVerbal

Disruptive

Intuition

Oversight

Visual

© 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

Uber Left Brain Thinking

© Giarte

MRI experience

80% of the kids need sedation because they are scared

“Only 5% needs sedation”

With a pirate ship

Experience by design“Start with the customer

experience and workback towards the

technology.”Steve Jobs

RPO is theamount of datathatconsumers ofa system arewilling to losein the event ofa recovery

RTO isthe amount of

time allowedfor a system to

be recoveredand fully

functional by itsconsumers

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

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

Motivation 1.0 Motivation 2.0 Motivation 3.0

Above the wing

Below the wing

Flight delays due to IT

Ready for Xperience Level Agreements?

© Giarte

IT EMPATH

Y MAP

IT EMPATH

Y MAP

No Hassle

How much effort did it takeme personally to get…

the incident resolved?

the service requested?

the information needed?

the change I wanted?© Giarte

InformationTechnology

Human Resources Customer Care

FacilitiesManagement

FacilitiesManagement

Financial Services

XLA

NO RIGHT BRAINLEFT BEHIND

© Giarte

5GB MP3player

1,000 songs inyour pocket

Hi, I’m a… Hi, I’m…

CWOTComplete Waste of Time

Thanks! Marco_Gianotten

marco.gianotten@giarte.com+31-6-55381819