What really matters - The birth of the experience level agreement

[email protected] Marco_Gianotten

What really matters The birth of the experience level agreement

Transforming digitalization into a money-making machine

Data is the new oil

3D printing = e-industry

Will this sell more stuff?

Or save us money?

TLG TCO

Revenue generating IT = Top-Line Growth © Giarte

Traditional IT Digital by Default

© Giarte

Innovators and

Early Adopters

Early

majority

Late

majority

Laggards

Digital Leadership

Versus

Traditional IT Business’ reality

Move on

Ideally, you should get rid of system administration altogether, and

just build and innovate on existing services offered by others

.

Eliminate, Simplify, Standardize and Automate

ESSA

We really need…

Terminal

seriousness?

And creativity…

© Paul Iske

Up to 100Mbps?

Latency smaller than 150ms?

95% Major Incidents resolved in < 4 hours?

90% Minor Changes < 5 workdays?

It has nothing to do with the quality experienced

by the user or performance in real business-life

.

To the business the acronym SLA often

stands for Secrets, Lies and Assumptions © Giarte

Who's Afraid of Red,

Yellow and Blue III

Barnett Newman,The Stedelijk Museum Amsterdam

E

T

T

S © InsightDiscovery

What are your SLA colors today?

Strong-willed

Competitive

Sharp

Demanding

Enthusiast

Dynamic

Expressive

Inspiring

Objective

Cautious

Analytical

Accurate

Caring

Harmoniously

Patiently

Considering

© InsightDiscovery

Todays SLA color mix is…

FIERY RED

RADIANT YELLOW

BRIGHT BLUE

SOFT GREEN

What colors are essential to succeed?

Aggressive

Controlling

Intolerant

Over-bearing

Frantic

Chaotic

Showy

Hasty

Picky

Undecided

Suspicious

Detached

Docile

Withdrawn

Plodding

Stubborn

Balance, because on a bad day…

The evolution of the SLA

• Green on the outside

• Red on the inside

• Big

Water melon


• Still red on the inside

• Even more expensive

Square water melon


• Green on the inside

• Lite and context driven

Kiwi fruit

© Giarte

People will forget what you said,

people will forget what you did, but

people will never forget how you

made them feel.

Maya Angelou

Experience by design

Maslow 2.0

Out(r)age

Uber Left Brain Thinking

© Giarte

It’s according to the specs Above customer expectation?

Gold, silver or bronze? Just do your job!

Number of major incidents Total business impact

Deliver IT projects 10% faster Outperform the competition

Read the fricking manual! I’m not a nerd, don’t make me think!

We have to follow procedures Too much effort getting things done

How IT thinks How others think

© Giarte

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

Left-Brain Right-Brain

© Giarte

RPO is the

amount of data

that

consumers of

a system are

willing to lose

in the event of

a recovery

RTO is

the amount of

time allowed

for a system to

be recovered

and fully

functional by its

consumers

Recovery Time Objective Recovery Point Objective

Recovery 2.0 © Giarte

© 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

What motivates us?

Motivation 1.0 Motivation 2.0 Motivation 3.0

NO RIGHT BRAIN

LEFT BEHIND

Enabling a simpler SLA

Measurement

and steering

on soft metrics

Bridging

soft and hard

metrics

Insights and

oversight for

improvement

What’s the idea behind an XLA?

© 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

€4

mln

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.

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 MNTHS

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%

© Giarte

- Lite and context-driven

- Outside-in: users and business first

- End-to-end across service towers

- No zero-sum game (win-win)

- Motivates continuous improvement

Moral fiber of the XLA

[email protected] +31-6-5538-1819

What really matters - The birth of the experience level agreement

Technology

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