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What's Experience Got to Do with IT?
What does experience really have to do with IT and why are so many IT leaders struggling to demonstrate the value they create?
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https://www.hitglobal.services/shop/
In this episode of Humanising IT: We Need to Talk About IT, Katrina Macdermid is joined by transformation expert Chris Barrett to explore one of the biggest challenges facing modern IT service management: translating operational excellence into business value.
From MTTR and availability metrics to customer churn, technical debt and EBITDA, Chris explains why IT has become trapped in operational reporting while the boardroom is having value conversations without them.
The discussion explores why frameworks like ITIL do exactly what they were designed to do, but why organisations also need a "translation layer" that connects IT performance with the outcomes executives actually care about.
If you're a CIO, IT leader, IT service management professional, transformation leader or consultant, this episode will challenge the way you think about measuring success and communicating the value of IT.
In this episode:
- Why IT is often missing from value conversations
- The difference between operational metrics and business value
- Why MTTR means nothing to the board without context
- How customer churn, technical debt and EBITDA should influence IT reporting
- Why IT frameworks aren't the problem
- The "translation layer" every IT organisation is missing
- Why procurement communicates value better than IT
- How IT leaders can earn a seat at the board table
If you're interested in IT service management, IT leadership, ITIL, digital transformation, CIO leadership, business value, service experience and modern IT operations, this conversation is essential viewing.
Visit HIT Global: https://www.hitglobal.services/
Subscribe for more conversations on Humanising IT, IT leadership and the future of service management.
00:00 Introduction
00:00:57 What transformation really means
00:02:36 Why IT isn't invited into the boardroom
00:05:58 Why MTTR means nothing to the CFO
00:08:51 Should ITSM budgets be value-led?
00:11:06 Why IT still focuses on the wrong metrics
00:15:02 Why the CIO starts every board meeting on the back foot
00:16:19 What the board actually cares about
00:20:37 The missing translation layer in ITSM
00:21:53 The risk of value conversations happening without IT
00:24:03 Final thoughts
View all episodes
By A.J. SinghWhat does experience really have to do with IT and why are so many IT leaders struggling to demonstrate the value they create?
Shop our courses
https://www.hitglobal.services/shop/
In this episode of Humanising IT: We Need to Talk About IT, Katrina Macdermid is joined by transformation expert Chris Barrett to explore one of the biggest challenges facing modern IT service management: translating operational excellence into business value.
From MTTR and availability metrics to customer churn, technical debt and EBITDA, Chris explains why IT has become trapped in operational reporting while the boardroom is having value conversations without them.
The discussion explores why frameworks like ITIL do exactly what they were designed to do, but why organisations also need a "translation layer" that connects IT performance with the outcomes executives actually care about.
If you're a CIO, IT leader, IT service management professional, transformation leader or consultant, this episode will challenge the way you think about measuring success and communicating the value of IT.
In this episode:
- Why IT is often missing from value conversations
- The difference between operational metrics and business value
- Why MTTR means nothing to the board without context
- How customer churn, technical debt and EBITDA should influence IT reporting
- Why IT frameworks aren't the problem
- The "translation layer" every IT organisation is missing
- Why procurement communicates value better than IT
- How IT leaders can earn a seat at the board table
If you're interested in IT service management, IT leadership, ITIL, digital transformation, CIO leadership, business value, service experience and modern IT operations, this conversation is essential viewing.
Visit HIT Global: https://www.hitglobal.services/
Subscribe for more conversations on Humanising IT, IT leadership and the future of service management.
00:00 Introduction
00:00:57 What transformation really means
00:02:36 Why IT isn't invited into the boardroom
00:05:58 Why MTTR means nothing to the CFO
00:08:51 Should ITSM budgets be value-led?
00:11:06 Why IT still focuses on the wrong metrics
00:15:02 Why the CIO starts every board meeting on the back foot
00:16:19 What the board actually cares about
00:20:37 The missing translation layer in ITSM
00:21:53 The risk of value conversations happening without IT
00:24:03 Final thoughts