{"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?Shop our courses\nhttps://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.\n00:00 Introduction\n00:00:57 What transformation really means\n00:02:36 Why IT isn't invited into the...","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}