Slides from workshop focused on service management excellence and end user experience measurement. Sessions: 1. Service Management Process Automation, with Bright Horse 2. From SLA to XLA: Re-Thinking End-User KPIs, with Nexthink 3. Great Customer Service is The Experience, with Chris Markiewicz

1. From Service To Experience
Date: July 2019

2. Event Agenda
09.30am Arrival, Registration & Coffee
10.00am Bright Horse & Event Introduction
10.15am Session 1 – ITSM From Reactive to Optimised – Neil Keating, Bright Horse
10.45am Session 2 – From SLA to XLA – Re-thinking end user KPI’s – David
D’Agostino, Nexthink
11.15am Comfort & Refreshment Break
11.30am Session 3 – Great Customer Service is the Experience – Chris Markiewicz
12.00pm Q&A Speakers & Close
12.30pm Networking Lunch
13.00pm Event Close

3. From Service To Experience

4. Great Quotes…..
• “The only thing a CIO owns is an SLA to the Business, everything else
is subordinate to that”
• “The only thing a CIO owns is an XLA to the Business to provide an
excellent experience for employees and customers”
• “If you can’t measure it, you can’t manage it” – Lord Kelvin

5. How do we Measure?

6. How do we Measure?
• QuanQQvely (objecQve) or QualitaQvely (subjecQve)

7. SFA Elite Performance Scout
• Under18, Under 23, A Team – Player Reports
• Criterion in 4 categories….
• Technical
• Tactical
• Physiological
• Psychological
• Totally Subjective………Same as Measuring Experience of an IT Service?

8. What can we measure?
•People, Process, Technology
• People – Competence – Technical, Service, Customer?
• Qualifications, References, Interview, etc…
• Process – Process Maturity, Customer Satisfaction….Experience?
• CMM Maturity Model, Csat, etc
• Technology – Bits/Bytes, £/$, Minutes/Seconds, SLA’s?
• Technical Reports, Performance Stats, Price, etc.

9. So, Today’s Subject
•From Service to Experience…. Just ask 6 questions;
• Who
• What
• Where
• When
• Why
• and How……..
• I have just given you a template for measurement………..

10. Your ITSM Journey
Reactive to Optimised
Neil Keating: CEO Bright Horse
Date: 18th June 2019

11. Digital TransformaJon
• The 4th Industrial Revolution speaks a lot about DT so what is it?
• Uber?
• The corner shop using contactless?
• Bookstore going on-line?
• Using a self-service portal?
• Moving from excel to Sales-force?
• DT is really just the use of technology to solve age old problems
• ITSM organisations have to embrace this and provide a great
service
• But how?
• ITIL 4
• Focus on the end user and their experience of IT services
• Service Maturity – using PPT to help update your service delivery

12. Bright Horse
Service Maturity Journey
Chaotic
• Helpdesk
• No documentation
• No SM Tool
• Best Endeavours
Reactive
• Firefighting
• Alerting Tools
• Inc. Management
• MIM
• Early Stage SM Tool
Proactive
• Problem Management
• Change Management
• Self-Help Portal
• Simple SLAs
• Documentation
Managed
• Live Dashboards
• Capacity Planning
• Managed Transitions
• Service Reporting
• User Experience
• Improved MTTR
Optimised
• Employee Centric
• XLAs
• Governed IT
• Incident Reduction
• Self Help & Heal
• Automation
A “good” ITSM Tool
End User Analytics - Nexthink
1
2
3
4
5
Old
World
New
World
Good Practice (People, Process and Education)
Characteristics of
Service Teams

13. Bright Score Assessment
• Forrester’s Employee Experience
Index – not if but what and how
• Interview Questions
• Observations
Maturity Score for each characteristic
0 = Non-Existent
1 = Initiation
2 =Awareness
3 = Control
4 = Integration
5 = Optimised
• Where are you?
• Where do you want to be?
• How can you get there?
0
1
2
3
4
5
Service Portfolio
Service Documentation
Service Levels
Incident Management
SM Tool
Change Management
Problem Management
Self Help Portal
Reporting / Analytics
Live Dashboards
Capacity Planning
MTTR/Incident
Reduction
Self Heal Autmation
User Centric Behaviour
XLAs
Managed Transitions
SM Journey Assessment
Score Goal

14. Focus on End User Experience
1. Digital access to the Service Desk
2. Improve MTTR
3. Reduce Incidents
4. “Shift-Left”

15. Digitally Transform Access to
IT
What is it & Why Does it Matter?

16. Employee Expectations
• In-Person v Phone v E-mail v Portal
• Self-Service in US has now overtaken
all other channels
• On-line forums/communities have
doubled in last 2 years
• Phone is now seen as escalation not
first contact (Gen Z Issues)
• Respecting time is key – right answer
on 1st contact
• Therefore self service portal is key to
meeting user expectations

17. How to meet expectations?
• Keep all channels open (mail/phone/portal)
• Create high quality, high visual user portal:
• Design is just as important as Functionality
• Apple/Microsoft spend millions on this
• Consider website not portals
• More costly (initial and on-going)
• Improved experience
• Use AI/Bot for knowledge search concierge
• Use interactive chat if you can
• Keep it simple to start with

18. What is it & Why Does it Matter?
MTTR

19. Why Does MTTR MaZer?
• Reducing MTTR means reducing the time end users need to wait before they can use a
broken IT service again, thereby improving their productivity
• More efficient Service Desks, increases trust of employees towards the IT department
• Improve end user productivity, while IT support can save time and be efficient
• So – you can get to the real resolution faster therefore improve productivity and
satisfaction
• General MTTR measurement is still useful

20. What You Need to Improve
• Good reporting from ITSM tool – measure it – even at a basic level
• Advanced analytics database – not just logged tickets
• Real-time dashboards – analysis when you need it
• Information at your fingertips
• Ability to view and heal directly from your
ticket
• One-Click Resolution
• Standard Checklists
• Automated Resolution
• Direct from Ticket

21. Incident Reduction
What is it & Why Does it Matter?

22. State of Incidents in 2018
• Industry standard is 1 x IT incident
(ticket) per employee per month
• However, at least 50% of Incidents
go unreported
• L1: Fast resolution(5min) or ticket
routing
• L2: Higher level, more technical
support
• L3: Highest level, Tiger team
(Desktop, Network, Application,
Server, …)

23. • Incidents are Expensive!
• L1 Average cost: £17/Ticket
• L2 Average cost: £48/Ticket
• L3 Average cost: EXPENSIVE
• Incidents are symptoms of poor
user experience and potenJally
wide spread problems!
• To really save costs and improve
quality – you must reduce your
incidents!

24. How can you deliver this?
• Self Help Portals (is this a reduction?)
• Automation/One Click – integrated to ITSM tool
• Self Healing
• Improved Change and Transition Management
• Proactive Problem Management:
• Time & Attitude (Firefighting syndrome)
• Current and historical analysis
• True analysis of environment
• “Just-In-Time” education
• Culture of continual improvement

25. User impacting
issues
dashboard
showing how to
focus Proactive
Problem
Management

26. Shift Left and XLA
What is it & Why Does it Matter?

27. Shift-left incident management, improve satisfaction
Continuously measure and improve end-user satisfaction
Become proacDve
Automate remediation
Reduce time to resolution
L-2
Proactive
Support
L-1
Self
Healing
L-0
Self
Help
L-1
Support
L-2
Support
L-3
Support
INCIDENT
REDUCTION

29. Thankyou.
Any Questions?
Neil Keating: CEO Bright Horse
neil.keating@brighthorse.co.uk

30. From SLA to XLA

32. Source: Forrester Report, The Rise of The Empowered Customer
IT complexity of the engaged employee has increased

33. Source: Forrester Report, The Rise of The Empowered Customer
IT complexity of the enragedemployee has increased

34. What is his
experience ?

35. The average UK worker loses
more than 9 days per year due
to technology trouble.
Information Age
90 percent of surveyed executives said end
users struggled with business-technology
problems they “have no way to detect.”
The result? Workers don’t believe IT can assist them and in many cases will only make things worse.
Forrester: Technology Adoption Profile, 2014

36. It’s not as if we didn’t already know this stuff
The most important IT monitoring tools are those that measure the end-user
experience.
IT Skeptic Blog, August 2008
In some ways ITIL gives us an unhealthily inward view of IT service - it's not truly
customer oriented.
IT Skeptic Blog, October 2010
ITIL is clearly still a body of knowledge written by IT geeks for IT geeks and focused
inward on IT.
IT Skeptic Blog, May 2011

37. Service
Where does the service start?
Storage
Network
Storage
Power
Power Web Server
Data
Center

38. Where does the service stop?
Storage
Network
Storage
Power
Power Web Server
Data
Center

39. Storage
Network
Storage
Power
Power Web Server
Data
Center
User ?

40. Storage
Network
Storage
Power
Power Web Server
Data
Center
User Location Device App Port Server Domain
80% of security threats
50% of performance issues
70% of support issues
70% of all IT iniQaQves
Avoidable spend of
$500+/year/user

41. Storage
Network
Storage
Power
Power Web Server
Data
Center
User
Location Device App Port Server Domain

42. Storage
Network
Storage
Power
Power Web Server
Data
Center
User Location Device App Port Server Domain
SLA
XLA
àPerformance
àBehavior
àComplianceàExperience
àSenQment
àCommunicaQon

43. Have we spent 30 years climbing
the wrong ladders?
• Over Optimisation
• “I want the same
tools that worked
for me last time,
but shinier”
OPERATIONS
Change Incident Problem
Know-
ledge
SLA
Service
Surveys
Service Health
• Operational Reports
Service Maturity
• NONE

45. LOBs focused on
business needs
LOBs strive for new
ways to stay
competitive
CFO needs to restrict
spending
Difficult to articulate IT
value
Inconsistent service
delivery
Lack of understanding
of service costs
CIO
Can IT leaders deliver what the business needs?
BUSINESS IT
Competency
Contribution
Credibility

46. BUSINESS
IT
CIO

47. Impediments to success
BUSINESS IT
REAL-TIME
VISIBILITY
COST OF
SERVICES
INNOVATION
SPEED
CUSTOMER
EXPERIENCE
BUSINESS
ALIGNMENT

48. What is an Experience Level Agreement?
In a truly digital world when IT and the business are truly as one the customer experience is “the metric” as poor
experience will lead to loss of Business Source: Tony Price Virtual Clarity
While SLAs remain a critical facet of IT services,
there’s an emerging need for experience level
agreements (XLAs or also abbreviated ELA) that
focus on what services employees are consuming
and how improved service can help drive
business value Source: Nexthink
Research shows that customer saQsfacQon and the customer
experience is becoming increasingly relevant with the industry,
which has led to the hypothesis that Experience Level Agreements
(XLA) will become more common place in the near future.
Source: the Service Desk Ins@tute
ELA is a special type of SLA designed to establish a
common understanding of the quality levels that the
customer will experience through the use of the
service, in terms that are clearly understandable to the
customer and to which he or she can relate
Source: ResearchGate.net
XLA records goals from an end user perspective and connects
these goals with the improvement and delivery of IT products
and services. Building XLA starts with the targeted end result
and reengineers back to a relevant way of working and set of
agreements. Source: Giarte https://giarte.com/what-is-xla

49. Let’s design the suffering out of the system
OPERATIONS
Idea Demand
Project
TestRisk Release Change Incident Problem
Resource
Cost
Know-
ledge
GRC
SDLC
SLA
Vendor
APM
Service Pipeline Service Catalogue
Service Design Package
Finance
Service
Contract
Auto-
mation
Service
Mapping
Model
Surveys
Service Health
• OperaQonal Reports
• SLA
• Capacity
• NPS
• Financial
• Compliance
• Bang/Buck
Service Maturity
• Availability
• %Auto Change
• Resilience
• Alignment
• Forecast
• Agility
Request
CMDB
Asset
Continual Service Improvement

50. Surveys

51. MESSAGING
BUSINESS APPS
CUSTOM APPS
CONNECTIVITY
MOBILITY
PRODUCTIVITY
VIRTUALIZATION
COLLABORATION
LOGIN ACCESS,VPN,WIFI,INTERNET…
OUTLOOK,NOTES,SKYPE,SLACK …
EXCHANGE, LOTUS,OFFICE 360 …
CLOUD SERVERS,HOSTED APP SERVERS….
SAP,SALESFORCE,ORACLE APPS…
HOME GROWN APP., INTRANET…
APP SERVERS, WEB SERVERS…
PROXY,FIREWALL,CLOUD…
EMAIL,BUSINESS APPS,VPN…
MDM, APP SERVERS…
ADOBE,MS OFFICE,OFFICE 366…
MS CLOUD,APP SERVERS,AWS…
CITRI X CLIENT, VMWARE FUSION…
AWS,XENAPP,VSPHERE,HYPER-V…
WEBEX,SHAREPOINT,OFFICE 365…
MS CLOUD, COLLAB SERVERS…
SECURITY & RISK
ANTIVIRUS, COMPLIANCE, VULNERABILITY
ASSESSMENT, AUDIT ,ABNORMAL ASSET BEHAVIOUR..
TRANSFORMATION
OS /APPLICATION MIGRATION, CLOUD MIGRATION,
SAAS MIGRATION, VDI PROJECTS…
IT GOVERNANCE
ASSET MGMT.,RESOURCE ALLOCATION,
PLANNING, ASSET OPTIMIZATION…
ITSM
PROBLEM MGMT, INCIDENT MGMT, REQUEST MGMT, …
COMPLIANCE
REGULATIONS & STANDARDS/SW/HW COMPLIANCE…
MONITORING
SERVICE MONITORING, SLA MONITORING,
EVENT MONITORING, NETWORK MONITORING…
Nexthink scope in the digital workplace

52. Nexthink Solution Overview
M A N A G E

53. How can you measure digital experience
and its business outcomes?
Introducing Digital Experience Score

54. The Digital Experience Score
rates the ability of an
employee to get things done
by interacting with the IT
environment in a safe and
enjoyable manner

55. Discover and
classify personas
Measure end-user
experience
Improve with solutions
The Digital Experience
Improvement Cycle

56. Measuring the state of your workplace
Understand hard metrics, such as device logon
duraJon, web browser crashed, criJcal
business applicaJon freezes and OneDrive
connecJvity
Understand User SenJment, including the
Employee SaJsfacJon Score, to understand if
employees are saJsfied and engaged
Visibility at Multiple Levels

57. If IT and the customer
have worked together
successfully…

58. We can go from this…
Source: Forrester Research, Dec. 2017, “Engineer Your Technology Environment To Improve Employee Productivity And Flow” by David K. Johnson

59. To the ideal world of an End-user
Source: Forrester Research, Dec. 2017, “Engineer Your Technology Environment To Improve Employee Productivity And Flow” by David K. Johnson

61. CHRIS MARKIEWICZ
Associate Consultant with Bright Horse Ltd
• Over 28 years’ experience as a trainer & facilitator
• Specialist in “soft skills” and people management training across all
industries & sectors
• Led training for numerous helpdesk / service desk teams in the UK, Europe,
US and India
• Winning entry ITSM Training Provider of the Year Award 2015 – one of the
two course leaders cited
• Worked with over 26,000 individuals in training courses and one-one
• Qualified business coach

62. experience
/ɪkˈspɪərɪəns
noun
An event or occurrence which leaves an
impression on someone.

67. HOW?
How can we ensure the customer experience is as comfortable
as it possibly can be in the circumstances whilst, of course, working to
resolve the issues?

68. PLEEEASE…
• TELL ME WHAT’S GOING ON!
• UNDERSTAND ME & SPEAK MY LANGUAGE!
• MANAGE MY EXPECTATIONS!
• TREAT ME WITH RESPECT – I’M EXPERIENCING A DIFFICULTY!
• BE THERE, BE VISIBLE & GET THE JOB DONE!

69. satisfaction
/satɪsˈfakʃ(ə)n/
noun
Fulfilment of one's wishes, expectations, or
needs