Discussion on service experience with ServiceNow and Nexthink
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The document discusses optimizing IT service experiences by shifting from reactive to proactive and predictive approaches, emphasizing the importance of understanding customer satisfaction and behavior metrics. It critiques traditional IT frameworks like ITIL for being inward-focused and stresses the need for effective end-user experience monitoring. Key takeaways include prioritizing customer emotions, tracking new performance metrics, and improving overall service delivery through better engagement and transparency.
Discussion on service experience with ServiceNow and Nexthink
- 2. Featuring MaximiseyourServiceExperience Paul Hardy Chief Innovation Officer, EMEA ServiceNow Dave D’Agostino ITSM Practice Lead Nexthink
- 3. AGENDA Introduction and Welcome MaximiseyourServiceExperience Fire on the Titanic A New Way of Seeing Things A New Way of Doing Things 01 02 03 04
- 5. • Moving from Reactive to Proactive to Predictive • Traditionally NO Voice of the Customer • IT Frameworks and Metrics Protect IT • What does Success Actually Look Like • How do you Measure Success in the New World
- 6. Storage Network Storage Power Power Web Server Data Center SLA Problem 1: Infrastructure – I can’t see for miles and miles
- 7. Storage Network Storage Power Power Web Server Data Center User Location Device App Port Server Domain SLA XLA ➜Performance ➜Behavior ➜Compliance ➜Experience ➜Sentiment ➜Communication If you don’t know me by now…
- 8. 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
- 10. 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
- 11. Surveys
- 12. © 2017 ServiceNow All Rights Reserved 12© 2017 ServiceNow All Rights Reserved Focus on Experience Customer Satisfaction Score (CSAT) How would you rate your experience with your recent support? Net Promoter Score (NPS) How likely would it be for you to recommend to a friend or colleague? Customer Effort Score (CES) The organization made it easy for me to handle my issue
- 13. © 2017 ServiceNow All Rights Reserved 13© 2017 ServiceNow All Rights Reserved Engagement Service Performance Experience Satisfaction People Transparency Capabilities Adoption Process Realization Measures Integration Maturity Improvement Simple ESP Framework
- 14. 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 • Operational Reports • SLA • Capacity • NPS • Financial • Compliance • Bang/Buck Service Maturity • Availability • %Auto Change • Resilience • Alignment • Forecast • Agility Request CMDB Asset Continual Service Improvement
- 15. • Predict the Future • Customer First • IT Metrics that support Change • Success driven Growth • Relevant Goals and Outcomes OUTCOMES
- 16. © 2017 ServiceNow All Rights Reserved • Understand Customer Emotion • Focus on Customer Satisfaction & Loyalty • Review Existing Measures (SLA, OLAs & KPIs) • Track New Metrics (Happiness, CSAT, NPS) • Make Customer Experience Improvements • Communicate and Engage Key Takeaways
- 17. We can go from this… Source: Forrester Research, Dec. 2017, “Engineer Your Technology Environment To Improve Employee Productivity And Flow” by David K. Johnson
- 18. 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
- 20. Extras
- 21. Incident – Enrich the Logging, Classification and Diagnosis steps and empower endpoint automation
- 23. Nexthink Solution Overview M A N A G E
- 24. Measuring the state of your workplace Understand hard metrics, such as device logon duration, web browser crashed, critical business application freezes and OneDrive connectivity Understand User Sentiment, including the Employee Satisfaction Score, to understand if employees are satisfied and engaged Visibility at Multiple Levels