{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Humanising IT","title":"What's Experience Got to Do with IT? (Part 2)","html":"","width":"100%","height":180,"duration":1449,"description":"Can IT service management ever deliver a great employee experience, or are we measuring the wrong things?Shop our courses\nhttps://www.hitglobal.services/shop/\n00:00 Introduction\n00:01:39 The biggest pressure facing IT service management\n00:04:19 Defining value in the public sector\n00:07:03 What behavioural psychology teaches IT\n00:09:55 Why IT measures the wrong things\n00:14:20 Connecting IT metrics to business outcomes\n00:17:25 Why the business still sees IT as a cost centre\n00:18:13 Designing IT services around people\n00:21:20 Where IT service management is heading next\n00:23:40 Final thoughts \nIn 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,...","thumbnail_url":"https://img.transistorcdn.com/Gzhkqv_YQnzva_9D5XhCn6gAXrmFiNpa3_-_m8MPWy8/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9iYmMw/MGNmNzI0MzFkZDZh/ZDkwZTMwOThjNWIx/YjU1My5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}