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Marco gianotten - empathie maakt winnaars - SEE 2016
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[email protected] Marco_Gianotten Empathy makes Winners Experience First in next gen Service Management
Transcript of Marco gianotten - empathie maakt winnaars - SEE 2016
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
