Скачать или смотреть ITXM Summit 2024: Decision making with Human-Centric IT Experience

Human-Centric IT Experience focuses on understanding and prioritizing the needs and experiences of end users in IT decision-making. It addresses the frustration in IT leadership when business stakeholders are dissatisfied with IT services despite meeting traditional SLA metrics. The Watermelon Effect highlights the limitations of traditional metrics in capturing user satisfaction and efficiency. By adopting a human-centric approach, IT leaders can improve focus, decision-making, and motivation within their teams. This shift in perspective also enhances collaboration with business stakeholders and positions IT as a proactive partner. The benefits of human-centric IT include happier end users, better collaboration with partners, and more motivated IT employees. To get started, organizations need to collect experience data, implement experience management in daily work, establish experience level agreements, and measure productivity outcomes. People are the best sensors for understanding IT experiences, and continuous feedback is essential for adapting to changing expectations. Increasing response rates from users requires asking the right questions at the right time and demonstrating that their feedback is valued and used. Ultimately, human-centric IT is about prioritizing people and understanding their experiences to deliver meaningful value.

Takeaways

Human-Centric IT Experience focuses on understanding and prioritizing the needs and experiences of end users in IT decision-making.
Traditional SLA metrics may not capture user satisfaction and efficiency, leading to frustration in IT leadership.
Adopting a human-centric approach improves focus, decision-making, and motivation within IT teams.
Human-centric IT enhances collaboration with business stakeholders, positions IT as a proactive partner, and delivers benefits such as happier end users and better collaboration with partners.

This session was part of our virtual ITXM Summit on 31st January 2024 to better understand how IT Experience Management, data and insights will improve your decision-making and business results in 2024 and beyond.

Watch all the session and content at:
https://www.happysignals.com/itxm-sum...

Chapters

00:00 Introduction to Human-Centric IT Experience
01:29 Frustration in IT Leadership
02:23 The Watermelon Effect
04:13 Changing IT Leadership and Management
05:41 Benefits of Human-Centric IT
07:36 IT as a Proactive Business Partner
08:36 Example of Decision Based on Experience Data
09:33 Changing Perception of IT by Business Stakeholders
10:02 Outcomes of Human-Centric IT
11:26 Getting Started with Human-Centric IT
15:14 People as the Best Sensors
17:40 Increasing Response Rate from Users
20:33 Gaining Quantitative User Sentiment Data
22:57 The Importance of Asking People for Feedback