113. Addressing the Watermelon Effect? ITXM Monthly - May 2024

The IT Experience Podcast

In this episode of ITXM Monthly, the Sakari, Sami, and Pasi discuss the watermelon effect and how to address it. They share their experiences from the SITS Expo in London and highlight the increasing interest in experience management. They also discuss the importance of focusing on the end-user experience and productivity, rather than just traditional SLA metrics. They provide practical examples of how to use experience data to identify and address watermelons in IT services. They also share customer case studies from Alhstrom, Campari Group, and Cargotec, who have successfully tackled the watermelon effect. The episode concludes with a reminder to measure the human-centric side of IT and to watch the Human-Centric IT webinar for more insights.

Takeaways

• The watermelon effect refers to the discrepancy between the outward appearance of IT services (green on the surface) and the actual user experience (red on the inside). Traditional SLA metrics may not capture the true user satisfaction and productivity.
• To address the watermelon effect, it is important to focus on the end user experience and productivity. This can be achieved by measuring and analyzing experience data, identifying areas of lost time and frustration, and taking proactive steps to improve those areas.
• Customer case studies from Ahlstrom, Campari Group, and Cargotec demonstrate the successful implementation of human-centric IT practices to tackle the watermelon effect. These companies have incorporated experience level targets, regular data analysis, and continuous improvement processes.
• Measuring and addressing the watermelon effect requires a step-by-step approach, starting with measuring the human-centric side of IT and gradually cracking the watermelon piece by piece.
• The Human-Centric IT webinar provides further insights and practical tips for addressing the watermelon effect and improving the end user experience in IT services.

Links

• https://www.happysignals.com/blog/death-by-watermelon-how-will-your-it-organization-avoid-it
• https://www.happysignals.com/blog/lessons-from-old-school-metrics-the-limits-of-utilization
• https://www.happysignals.com/blog/practical-tips-for-addressing-the-watermelon-effect
• https://www.happysignals.com/blog/watermelon-effect
• https://www.happysignals.com/what-is-human-centric-it

Chapters

00:00 Introduction and Recap of April Events

04:34 Introducing the Watermelon Effect

11:07 Using Experience Data to Expose Watermelons

19:41 Taking a Step-by-Step Approach to Addressing the Watermelon Effect

20:45 Conclusion and Reminder to Watch the Human-Centric IT Webinar