How can you reduce the mean time to innocence and mean time to resolution within your organization?Ĭhange management to roll out new services or remediate widespread issues requires a village. It is only after the finger-pointing is over that the teams reach a point of innocence when the finger pointing stops and focus shifts to root cause analysis followed by remediation. Teams start the early investigation with a finger-pointing exercise when troubleshooting hairy issues that touch multiple components. When incidents happen, most of the early investigation time is spent in manually analyzing what changed in the environment, which component(s) may be the culprit, what IT teams need to be involved, who are the impacted end users, and what is needed to transparently notify the impacted users of issue status. So, how do you proactively monitor and observe your digital environment to resolve incidents that have the biggest impact on employee productivity? For example, an employee cannot simply walk down the hall to pick up a replacement when the laptop battery dies.
But a technology disruption now is a business disruption for an Anywhere Organization. Technology disruptions have always happened and will continue to happen. The pandemic has accelerated the remote-first and hybrid Anywhere Organization modalities, which add to the already complex enterprise work environments. But how do you measure whether you are successfully delivering an amazing employee experience? They must balance experience, security, and privacy as the three core pillars in delivering an amazing employee experience. In modern IT organizations, Chief Information Officers (CIOs) and their teams are responsible for employee experience. I lead the product management team focused on Employee Experience at VMware, and today I will share our thoughts on Digital Employee Experience (DEX). You’ve heard us and the industry talk about Employee Experience a lot, especially since the beginning of the pandemic.
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