Has visibility of user experience become clouded by complexity?
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The document discusses challenges in understanding user experience within IT departments, highlighting the increasing complexity and incomplete visibility of end-user experiences. It introduces Nexthink as a solution to enhance visibility and engagement, allowing for real-time monitoring and improvement of digital experience scores. Key metrics include significant potential savings and performance optimizations for both employees and IT services.
Has visibility of user experience become clouded by complexity?
- 1. Understand user experience in the ever-changing digital workplace October 2019
- 2. Introductions Richard Pegden Senior Solution Consultant 20 years experience in IT, primarily in IT Service Management Rod Bridgman Senior Solution Consultant 15 years in IT Service Management with organisation such as ServiceNow, CA Technologies and Oblicore
- 3. What will we cover today? • The increasing complexity of using IT • The world of the IT Department today • Challenge 1: Inside-out view of IT • Challenge 2: Incomplete visibility of the end-user experience & resulting reactivity • How does Nexthink help? • Product demonstration
- 4. Source: Forrester Report, The Rise of The Empowered Customer The increasing complexity of using IT
- 5. Source: Forrester Report, The Rise of The Empowered Customer The increasing complexity of using IT enragesend-users
- 6. minutes lost daily by every employee due to IT-related issues 22 Robert Half Technology 90%of executives admit their employees suffer from problems they have no way of detecting Forrester more revenue for companies with engaged employees compared to competitors with lower engagement levels 2.5x Hay Group 81%higher customer satisfaction for companies with engaged employees Gallup What does that result in?
- 7. The world of the IT Department today
- 8. Challenge 1: Where does the service start? Service Data Center Network Storage Power Web Server Storage Power
- 9. Challenge 1: Where does the service stop? Data Center Network Storage Power Web Server Storage Power
- 10. Challenge 1: Viewing the world from the user perspective ?User
- 11. 80% of security threats 50% of performance issues 70% of support issues 70% of all IT initiatives Avoidable spend of $500+/year/user Challenge 1: The importance of the end user User Location Device App Port Server Domain
- 12. Service Service Challenge 1: The importance of the end user User Location Device App Port Server Domain 80% of security threats 50% of performance issues 70% of support issues 70% of all IT initiatives Avoidable spend of $500+/year/user
- 13. Service Service Challenge 1: The importance of the end user User Location Device App Port Server Domain 80% of security threats 50% of performance issues 70% of support issues 70% of all IT initiatives Avoidable spend of $500+/year/user
- 14. Challenge 2: Incomplete visibility of the end-user experience All IT issues affecting end-users Average incidents logged by end-users = max 50%
- 15. What the service desk Sees What the service desk Doesn’t See 4 incidents 72 users experienced 101 crashes in 7 days 3266 devices exposed to same issue Challenge 2: Incomplete visibility of the end-user experience
- 17. How does Nexthink help? Rating the ability of an employee to get things done by interacting with the IT environment • Digital Experience Score • Executive Dashboards • Operational Detail • Diagnostics & Troubleshooting Digital Experience Score 8.22 +0.595
- 18. The Digital Experience Management Cycle A success path with 7M Digital Users Measure the Digital Experience Score Continuously Improve • Analyze workplace in real-time • Engage with users • Automate resolutions Connect Nexthink into your monitoring and ITSM tools
- 19. 2888 users Connectivity (APAC/LATAM) Network response time 10% Cost savings on HW refresh $479k Restarting IT Security from unhealthy state 3850 users Network response time 6700 users Onedrive and Outlook optimization 2888 users Optimize: ₋ Hard reset ₋ System free space ₋ CPU ₋ Memory 1925 users Boot time optimization 5776 users Logon time optimization 5391 users Refresh Hardware (+5.3) Optimize software (+0.3) 7.1 +2.5% Media gcsp and touchpoint optimization 9.4 The journey to Digital Experience Excellence Phase 1: + 14% (7.1à8.1) Phase 2: +8% (8.1à8.7) Phase 3: +8% (8.7à9.4)
- 20. The Most Powerful Platform for Digital Experience Analyze Experience Analytics Discover and score workplace needs & issues in real time Engage Employee Engagement Get timely feedback & engage employees in personalized interactions Act Workplace Automation Become proactive with self help and self healing Integrate Operational Intelligence Enrich all IT systems with IT Workplace real-time data
- 21. Product Demo