Happy = Productive

marco.gianotten@giarte.com Marco_Gianotten

The value of user experience in Corporate IT

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