marco gianottengiarte com MarcoGianotten Xperience First Process Second

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marco. gianotten@giarte. com Marco_Gianotten Xperience First, Process Second High tech meets high touch

marco. [email protected] com Marco_Gianotten Xperience First, Process Second High tech meets high touch

45 years

45 years

Specialization, separation, silos Waterfall Dev. Ops

Specialization, separation, silos Waterfall Dev. Ops

Digitalization Disruption = Creative Destruction

Digitalization Disruption = Creative Destruction

Traditional IT © Giarte Digital by Default

Traditional IT © Giarte Digital by Default

Move on Ideally, you should get rid of system administration altogether, and just build

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

We really need… ESSA Eliminate, Simplify, Standardize and Automate

We really need… ESSA Eliminate, Simplify, Standardize and Automate

S A To the business the acronym SLA often. stands for Secrets, Lies and

S A To the business the acronym SLA often. stands for Secrets, Lies and Assumptions © Giarte

It has nothing to do with the quality experienced by the user or performance

It has nothing to do with the quality experienced by the user or performance in real business-life Up to 100 Mbps? Latency smaller than 150 ms? 95% Major Incidents resolved in < 4 hours? 90% Minor Changes < 5 workdays?

T E What are your SLA colors today? S T © Insight. Discovery

T E What are your SLA colors today? S T © Insight. Discovery

Objective Cautious Analytical Accurate Strong-willed Competitive Sharp Demanding Caring Harmoniously Patiently Considering Enthusiast Dynamic

Objective Cautious Analytical Accurate Strong-willed Competitive Sharp Demanding Caring Harmoniously Patiently Considering Enthusiast Dynamic Expressive Inspiring © Insight. Discovery

Objectief Bedachtzaam Analytisch Nauwkeurig Wilskrachtig Doelbewust Scherp Veeleisend Zorgzaam Harmonieus Geduldig Beschouwend Enthousiast Dynamisch

Objectief Bedachtzaam Analytisch Nauwkeurig Wilskrachtig Doelbewust Scherp Veeleisend Zorgzaam Harmonieus Geduldig Beschouwend Enthousiast Dynamisch Expressief Inspirerend

Todays SLA color mix?

Todays SLA color mix?

BRIGHT BLUE FIERY RED What colors are essential to succeed? SOFT GREEN RADIANT YELLOW

BRIGHT BLUE FIERY RED What colors are essential to succeed? SOFT GREEN RADIANT YELLOW © Insight. Discovery

Picky Undecided Suspicious Detached Aggressive Controlling Intolerant Over-bearing On a bad day… Docile Withdrawn

Picky Undecided Suspicious Detached Aggressive Controlling Intolerant Over-bearing On a bad day… Docile Withdrawn Plodding Stubborn Frantic Chaotic Showy Hasty © Insight. Discovery

Empathy is #1 It’s your capacity to recognize the concerns other people have

Empathy is #1 It’s your capacity to recognize the concerns other people have

People will forget what you said, people will forget what you did, but people

People will forget what you said, people will forget what you did, but people will never forget how you made them feel. Maya Angelou 1928 – 2014

Fault-tolerance in the digital economy is all about the customers’ expectation. There’s a thin

Fault-tolerance in the digital economy is all about the customers’ expectation. There’s a thin line between a good and bad experience. nce © Giarte

Maslow

Maslow

Out(r)age

Out(r)age

Logic Verbal Visual Incremental Disruptive Insight © Giarte Intuition Oversight

Logic Verbal Visual Incremental Disruptive Insight © Giarte Intuition Oversight

High-tech High-touch Software defined networking Intuitive learning Hyper-converged data centers Co-innovation Adaptive security architecture

High-tech High-touch Software defined networking Intuitive learning Hyper-converged data centers Co-innovation Adaptive security architecture Emotional design Advanced layer manufacturing Tailored experiences Autonomous Internet of Things Life-hacking Neuromorphic architecture Social return Quantum computing Narrative design © Giarte

Uber Left Brain Thinking © Giarte

Uber Left Brain Thinking © Giarte

E-commerce’s left brain E-commerce’s right brain RTO is the amount of time allowed for

E-commerce’s left brain E-commerce’s right brain RTO is the amount of time allowed for a system to be recovered and fully functional by its consumers Recovery Time Objective © Giarte RPO is the amount of data that consumers of a system are willing to lose in the event of a recovery Recovery Point Objective

Connecting the dots for the service desk Average resolution time Ticket volume trend Resolution

Connecting the dots for the service desk Average resolution time Ticket volume trend Resolution deviation © Giarte User satisfaction Self-reliance opportunity Lost user productivity

Experience by design “Start with the customer experience and work back towards the technology.

Experience by design “Start with the customer experience and work back towards the technology. ” Steve Jobs

MRI experience Pirate Ship “ 80% of the kids need sedation because they are

MRI experience Pirate Ship “ 80% of the kids need sedation because they are scared” “Only 5% needs sedation” © Doug Dietz

What motivates us? Motivation 1. 0 Motivation 2. 0 Motivation 3. 0

What motivates us? Motivation 1. 0 Motivation 2. 0 Motivation 3. 0

Flight delays due to IT Above the wing Below the wing

Flight delays due to IT Above the wing Below the wing

Ready for Xperience Level Agreements? © Giarte

Ready for Xperience Level Agreements? © Giarte

XLA canvas Identify the touch points for user experience Which UX and business KPI’s

XLA canvas Identify the touch points for user experience Which UX and business KPI’s to choose? Simplify! What are desired experiences for the touch points? How to motivate continuous improvement? What’s holding you back from delivering it right now?

No Hassle UX KPI the incident resolved? How much effort did it take me

No Hassle UX KPI the incident resolved? How much effort did it take me personally to get… the service requested? the information needed? the change I wanted? © Giarte

NO RIGHT BRAIN LEFT BEHIND

NO RIGHT BRAIN LEFT BEHIND

© Giarte Hi, I’m a… Hi, I’m… 5 GB MP 3 player 1, 000

© Giarte Hi, I’m a… Hi, I’m… 5 GB MP 3 player 1, 000 songs in your pocket

Creativity Index Terminal seriousness © Paul Iske

Creativity Index Terminal seriousness © Paul Iske

Thanks! +31 -6 -55381819 Marco_Gianotten marco. gianotten@giarte. com

Thanks! +31 -6 -55381819 Marco_Gianotten marco. [email protected] com