{"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?","html":"","width":"100%","height":180,"duration":1456,"description":"What does experience really have to do with IT and why are so many IT leaders struggling to demonstrate the value they create?\nShop our courses\nhttps://www.hitglobal.services/shop/\nIn 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.\nFrom 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.\nThe 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.\nIf 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.\nIn this episode:\n Why IT is often missing from value conversations \n The difference between operational metrics and business value \n Why MTTR means nothing to the board without context \n How customer churn, technical debt and EBITDA should influence IT reporting \n Why IT frameworks aren't the problem \n The \"translation layer\" every IT organisation is missing \n Why procurement communicates value better than IT \n How IT leaders can earn a seat at the board table \nIf 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.\nVisit HIT Global: https://www.hitglobal.services/\nSubscribe for more conversations on Humanising IT, IT leadership and the future of service management.\n00:00 Introduction\n00:00:57 What transformation really means\n00:02:36 Why IT isn't...","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}