Reveal

On average, users rate their IT experience with a 6.1

See what is happening around you

Computer says NO

Everyone stumbles upon IT in their daily work. A good or bad IT experience has a huge impact on motivation, performance and even sick leave. The experience people have and the feeling they get is almost invisible. And when it does become visible, things have often spiraled out of control. You cannot look into people’s heads. Or can you?

Computer says YES

Giarte reveals how people really think and feel about IT. For over 15 years, we have charted IT experiences in business environments. We combine extensive research with plug-ins for ITSM platforms for daily check. We see exactly where the shoe pinches before it starts to hurt.

Get a grip on the IT experience

Successful organizations focus on the impact of IT. We make the invisible impact visible in various ways. These insights guide decisions-making on all levels.

IT Xperience

IT Xperience monitor (ITX) is the annual customer experience measurement of leading and rapidly emerging IT companies in the Dutch IT market. Sustainable success lies in being able to make a difference for customers. Nothing is more powerful than intrinsic motivation: having impact and happy customers. That’s ITX.

Know how service providers are performing

A large part of the IT services and application management is outsourced. But which party delivers the best performance when we look at the experience? Giarte has been mapping all major service providers for years with independent research. Every year we compare IT service providers in our IT Xperience Monitor.

Reveal

Heineken is one of the largest brewers by volume in the world. Their deep respect for local ties and sensibilities has made the Amsterdam brewers very successful in merger and acquisitions. But implementing the global IT strategy proved to be one of their biggest challenges yet.

The challenge

Consolidate a complex landscape

The global IT strategy emerged to consolidate the complex landscape of vendors, systems and processes. For the head office it all makes perfect sense to reduce IT spend. But the local operational companies (OpCo’s) need to focus on the needs of their employees. They all depend heavily on seamless IT operations. How could Heineken marry the freedom to operate with a single framework? Based on the employee’s voice?

Heineken lacked a comprehensive feedback system to get to the bottom of the user experience. Giarte was asked to design the methodology, embed the experience indicators (XIs) in outsourcing governance, and implement the reporting dashboard. But how could we get all OpCo’s to buy into it?

The solution

Service process as guiding principle

The consolidation and outsourcing of IT is always a delicate move. We needed to keep a close eye on what was happening throughout the organization. So we made monthly scorecards for local IT stakeholders part of our reporting sequence. We also invited the two major service providers to become part of Team UX’. After a set of bespoke XLA® workshops all agreed that an upward trend is more important than the absolute target value. Determining the cause of dissatisfaction and improving the service process became the guiding principle for constant progression.

The result

Heineken’s ServiceNow environment

The Giarte experience measuring solution was migrated to Heineken’s ServiceNow environment in 2019 and used globally. From the beginning the user experience was managed with a positive mindset. There was no drop in UX for the service desk and workplace services during and after the transformation.

What clients say

As a global health technology company, IT must provide the correct support to our colleagues to improve people’s lives through meaningful innovation. To support that journey, XLA offers us insights into our service offerings and our technology partners’ performance, focusing on business value-driven KPIs rather than technology-driven KPIs. It’s a game-changer.

Neil Parkinson, Director Philips

As a healthcare organization, XLA is the way to connect IT with the environment of our healthcare colleagues properly. It provides insight into how we, as an IT organization and our technology partners, do the right things for our people. IT is there to support users and not the other way around. With XLA as a framework, we now have an understandable workplace with intuitive software and support that feels close to our people.

Michel Peters, CIO Siza