What's Experience Got to Do with IT? (Part 2)

Can IT service management ever deliver a great employee experience, or are we measuring the wrong things? Shop our courses https://www.hitglobal.services/shop/ 00:00 Introduction 00:01:39 The biggest pressure facing IT service management 00:04:19 Defining value in the public sector 00:07:03 What behavioural psychology teaches IT 00:09:55 Why IT measures the wrong things 00:14:20 Connecting IT metrics to business outcomes 00:17:25 Why the business still sees IT as a cost centre 00:18:13 Designing IT services around people 00:21:20 Where IT service management is heading next 00:23:40 Final thoughts In Part 2 of Humanising IT: We Need to Talk About IT, Katrina Macdermid is joined by Chris Barrett and Paul Farrow, Head of IT Service at HM Treasury, to explore why traditional IT service management metrics don't tell the full story. The conversation looks beyond incidents, SLAs and ticket volumes to discuss behavioural psychology, user-centred design, employee experience and why IT leaders need to rethink how they measure success. Drawing on concepts such as Norman Doors, desire paths, customer behaviour and value-based reporting, the panel explores how IT can move from simply keeping systems running to becoming a recognised driver of organisational value. In this episode: Why IT service management is about making defensible trade-offs How behavioural psychology can improve IT services What "Norman Doors" teach us about service design Why IT measures what's easy instead of what matters The gap between operational metrics and business outcomes How employee experience influences organisational performance Why desire paths reveal how users really behave The future of value-led IT service management Whether you're a CIO, IT leader, service desk manager, ITSM professional or transformation leader, this episode offers practical ideas for creating better services while demonstrating the value IT delivers. If you're interested in IT service management, IT leadership, employee experience, human-centred design, ITIL, digital transformation, service experience and organisational change, this conversation is well worth your time. Visit HIT Global: https://www.hitglobal.services/ Subscribe for more conversations on Humanising IT, IT leadership and the future of service management.