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Transcript

🎙️ Everything You Ever Wanted to Know About DEXOps (But Were Afraid to Ask) · The DEX Show: A Show for IT Change Makers

• 0:01
  Speaker 1: Welcome it, change Makers to the deck Show with Tim
• 0:05
  Speaker 1: Flower and Tom McGraw.
• 0:07
  Speaker 2: Let's get into it.
• 0:08
  Speaker 3: Hello, change Makers, Welcome back to the Deck Show. Show
• 0:12
  Speaker 3: within a show. It's reality bites, It's the panel edition.
• 0:17
  Speaker 3: It's been a while because I hope everybody's been enjoying
• 0:20
  Speaker 3: the Parallel series. Downloads would seem to suggest that it was.
• 0:24
  Speaker 3: It was keenly followed Tim, I think you've definitely got
• 0:27
  Speaker 3: some some some parallel addicts out there, and uh, and
• 0:32
  Speaker 3: we suddenly enjoyed participating in it.
• 0:35
  Speaker 4: Yeah. It was a fun, little deviation from the norm,
• 0:38
  Speaker 4: a little campy, a little corny, but love to have
• 0:41
  Speaker 4: the whole team participating in like Megan. Like Megan said
• 0:45
  Speaker 4: one time, it helps you exercise your your theater kid chops.
• 0:49
  Speaker 4: So it was a fun little thing. We'll see if
• 0:52
  Speaker 4: we'll see if we pick it up some other time
• 0:53
  Speaker 4: as well. But it was fun.
• 0:55
  Speaker 3: You and Meghan the real deal when it comes to
• 0:58
  Speaker 3: fat kid jobs, whereas the rest of us. It was
• 1:01
  Speaker 3: a question of encountering how few fear to kid shops
• 1:03
  Speaker 3: we had, but we got we got Megan and showing
• 1:06
  Speaker 3: of us Hi Megan, hoy Dan Hi Tim.
• 1:09
  Speaker 2: Hi, Tim, I'm good and I'm excited to be back
• 1:12
  Speaker 2: on the show.
• 1:12
  Speaker 3: Lovely, isn't it Sean, How are you doing?
• 1:15
  Speaker 4: Great?
• 1:16
  Speaker 5: Glad to be back. Hello everyone, good show.
• 1:18
  Speaker 3: Good show. So as as some listeners will know, Tim
• 1:22
  Speaker 3: and I we've been doing we've been running a summer
• 1:25
  Speaker 3: webinar series on dexops and we've had we've we've done
• 1:30
  Speaker 3: two installments of this so far. We've had Edward Jones
• 1:33
  Speaker 3: and we've had dance Gate Bank. We've covered, along with
• 1:38
  Speaker 3: a lot of Tim's insights, we've been talking about the
• 1:40
  Speaker 3: sort of real world application of theory of dexops in
• 1:44
  Speaker 3: these digital workplaces. And so far Tim we've covered we've
• 1:47
  Speaker 3: covered the technology, the technology selection process, and team structure
• 1:54
  Speaker 3: and implementation right. And we thought we would both give
• 1:57
  Speaker 3: a little bit of a plug for this series, which
• 1:59
  Speaker 3: we'll have links to in the show notes, and there's
• 2:02
  Speaker 3: the third installment coming soon. We'll show you how to
• 2:04
  Speaker 3: register for that also, but also do a little bit
• 2:07
  Speaker 3: of a recap for people who don't necessarily have time
• 2:09
  Speaker 3: to attend all of those long interviews and give a
• 2:12
  Speaker 3: bit of an overview. So, Tim, you're kind of an architect,
• 2:16
  Speaker 3: I would say, a key thought leader in the deskop
• 2:19
  Speaker 3: space to save the least, and you've been laying out
• 2:23
  Speaker 3: some of those are some of your thoughts and some
• 2:25
  Speaker 3: of the design of dexops in those presentations, but maybe
• 2:29
  Speaker 3: just a level set will maybe give a definition and
• 2:34
  Speaker 3: explain why this matters so much of the moment yees.
• 2:38
  Speaker 4: So it's actually it's been a it's been another fun
• 2:43
  Speaker 4: if I can use that word again, exercise here at
• 2:47
  Speaker 4: next Think because it's very much a collaboration, working hand
• 2:51
  Speaker 4: in hand with our services teams who actually do a
• 2:55
  Speaker 4: lot of this consulting and implementation. But essentially it boils
• 2:58
  Speaker 4: down to this. For decades it environments have been built
• 3:03
  Speaker 4: around this react and respond model, waiting for tickets, chasing incidents,
• 3:07
  Speaker 4: firefighting problems, and they've already disrupted employees. But having become
• 3:14
  Speaker 4: a next Thing customer myself years ago and turning the
• 3:16
  Speaker 4: lights on across the enterprise, you recognize that it changes everything.
• 3:20
  Speaker 4: And I think what we've seen over the last at
• 3:23
  Speaker 4: least after the last ten years since I've been here,
• 3:27
  Speaker 4: people are more and more understanding what the implication is
• 3:30
  Speaker 4: of dex what dex is. It's about employee experience and
• 3:34
  Speaker 4: the digital world. But the questions that we've gotten routinely
• 3:37
  Speaker 4: are how do I operationalize it? How do I make
• 3:39
  Speaker 4: it real? I get the technology, I get what I
• 3:41
  Speaker 4: can do with it, but how do I actually work
• 3:43
  Speaker 4: it into my organization? Dex is really just a set
• 3:47
  Speaker 4: of outcomes of a technology platform. So we developed what
• 3:52
  Speaker 4: I think will become an industry standard for adopting decks.
• 3:56
  Speaker 4: We called it decks OPS, and you can think of
• 3:58
  Speaker 4: it as applying the rigor of your security operations center
• 4:02
  Speaker 4: or your network command center, but with one key difference
• 4:06
  Speaker 4: in centered on operationalizing digital employee experience rather than implementing
• 4:12
  Speaker 4: and operationalizing individual technology silos. DESKSOPS is about the structure,
• 4:17
  Speaker 4: about proactive monitoring and automation and measurable value value, and
• 4:22
  Speaker 4: it's built on, as we've outlined in our webinars, several
• 4:27
  Speaker 4: pillars to drive that success.
• 4:29
  Speaker 3: Let's start with ventin what we discussed in some detail
• 4:33
  Speaker 3: with Edward Jones with Tim McCormick there, which is people development.
• 4:38
  Speaker 3: How can organizations realign their existing IT roles and teams
• 4:42
  Speaker 3: without increasing headcount or creating large scale reorganization, and what
• 4:48
  Speaker 3: pitfalls should they be looking to avoid when introducing that
• 4:52
  Speaker 3: sort of structural decks first mindset that you just laid
• 4:56
  Speaker 3: out there for us.
• 4:58
  Speaker 4: So I think one of the biggest misconceptions about decks
• 5:01
  Speaker 4: and dexops is that it requires this big reorg or
• 5:06
  Speaker 4: added staff. How many people do I have to hire?
• 5:09
  Speaker 4: In reality, and it was my case as well, most
• 5:13
  Speaker 4: organizations already have the people and the talent they need.
• 5:16
  Speaker 4: It's about changing the focus of those roles and changing
• 5:20
  Speaker 4: that focus over time and aligned with outcome based an
• 5:25
  Speaker 4: outcomes based roadmap. So I'll give you an example. A
• 5:28
  Speaker 4: helped USK technician who today spends all their time firefighting
• 5:33
  Speaker 4: tickets can be given that real time visibility to find
• 5:37
  Speaker 4: and fix those issues before they show up in the queue,
• 5:39
  Speaker 4: or at least as part of that activity. When the
• 5:42
  Speaker 4: ticket comes in. Don't just fix one, go fix a thousand,
• 5:45
  Speaker 4: because you've got the visibility of who else is suffering.
• 5:48
  Speaker 4: A desktop support engineer can move from manually taking escalations
• 5:54
  Speaker 4: or packaging software to monitoring the deployments and monitoring the
• 5:59
  Speaker 4: adoption and automating fixes to those issues at scale across
• 6:03
  Speaker 4: the enterprise. So those are the kinds of shifts that
• 6:06
  Speaker 4: create impact without adding headcount, but that add up over time.
• 6:10
  Speaker 4: And as you create capacity, you can shift more resources
• 6:14
  Speaker 4: onto that proactive team. In terms of pitfalls, the real
• 6:18
  Speaker 4: pitfall is treating it like a side project. I talk
• 6:22
  Speaker 4: about the fact that decks and dex ops is not
• 6:24
  Speaker 4: a hobby. You're not building birdhouses in the garage and
• 6:29
  Speaker 4: when something burns in the kitchen you run in to
• 6:31
  Speaker 4: fix that problem. And no one's building birdhouses anymore. You
• 6:34
  Speaker 4: can't treat it like a hobby. It's not something you
• 6:37
  Speaker 4: just bolt on. If it's not embedded in your daily ops,
• 6:41
  Speaker 4: your old happid habits of chasing those tickets are going
• 6:45
  Speaker 4: to dominate. And another pitfall, I would say, is only
• 6:48
  Speaker 4: focusing and we talk about this in the webinar series,
• 6:51
  Speaker 4: is only focusing on the tools, standing up dashboards without
• 6:56
  Speaker 4: reskilling people or adjusting processes, just reinforce versus the same
• 7:01
  Speaker 4: old problem. So it really is about rebalancing responsibilities, equipping
• 7:06
  Speaker 4: people with better data, and then putting structure around what they.
• 7:09
  Speaker 3: Do amazing, and they're also going to inherit a lot
• 7:17
  Speaker 3: of if you kind of touched upon it there, but
• 7:18
  Speaker 3: antiquated manual processes, these need to be modernized. Right. What
• 7:23
  Speaker 3: are the key steps to making sure they're also fit
• 7:26
  Speaker 3: for purpose inside those newly reorientated teams.
• 7:31
  Speaker 4: I think it's all about It's all about the operational rigor,
• 7:35
  Speaker 4: similar to what we see in the security OP center
• 7:39
  Speaker 4: or network app center. It really is critical to have
• 7:43
  Speaker 4: processes around what you're doing.
• 7:47
  Speaker 3: Right.
• 7:47
  Speaker 4: The reason rigor is critical, it's simple. Employee experience has
• 7:54
  Speaker 4: to be a mission critical as mission critical as security
• 7:57
  Speaker 4: or system up time. Nobody would ever say let's go
• 8:00
  Speaker 4: dabble in security operations, right, it has to be part
• 8:04
  Speaker 4: of it has to have rigor around it. And the
• 8:07
  Speaker 4: same is true for deck shops and the automation you're creating.
• 8:11
  Speaker 4: If employees can't work effectively, the productivity and customer service
• 8:16
  Speaker 4: operations grind to a halt. So when decksops is not
• 8:22
  Speaker 4: focused on with that rigor, you're going to end up
• 8:25
  Speaker 4: with half baked results. A dashboard here, a script, there,
• 8:29
  Speaker 4: maybe a survey. Everybody kind of doing their own thing
• 8:32
  Speaker 4: with the tool that they were given, but there's no accountability,
• 8:35
  Speaker 4: there's no ownership, there's no measurable outcomes. It turns into
• 8:39
  Speaker 4: another it experiment in instead of a discipline. So the
• 8:44
  Speaker 4: real differentiator is process and structure. DESKSOPS has to be
• 8:49
  Speaker 4: woven into your daily workflow. You need clear responsibilities, escalation
• 8:53
  Speaker 4: paths KPIs, and you've got to be solving defined problems.
• 8:58
  Speaker 4: You always have to be asking why am I doing this?
• 9:00
  Speaker 4: What is this contributing to? It gets very easy to
• 9:03
  Speaker 4: get lost in the technology and lose track of why
• 9:08
  Speaker 4: you're creating certain pieces of automation and how they contribute.
• 9:11
  Speaker 4: Without all of that structure, you're just adding noise to
• 9:16
  Speaker 4: an already reactive model.
• 9:19
  Speaker 3: And talk about those career opportunities that the dexops properly implement.
• 9:25
  Speaker 3: It can open up for people new skill sets, new
• 9:29
  Speaker 3: career vistas, and somebody who's had a kind of you know,
• 9:32
  Speaker 3: somebody whose work you might want to look up is
• 9:35
  Speaker 3: our own Sean Malvey. Who who who is the architect
• 9:38
  Speaker 3: behind our deck certification series something an announcement not unrelated
• 9:45
  Speaker 3: to this dexhops discussion for those certification series coming soon,
• 9:48
  Speaker 3: I think, Sean, But for now, maybe we could get
• 9:52
  Speaker 3: your your insight into the technology selection process. It's obviously
• 9:58
  Speaker 3: key to get the desired outcomes. Tim and I were
• 10:01
  Speaker 3: able to talk to the gentleman at Danscape Bank about
• 10:05
  Speaker 3: this specific topic. But what's your perspective Shoan.
• 10:09
  Speaker 5: Yeah, I think so. I think there's a lot of
• 10:11
  Speaker 5: challenges that folks will encounter when it comes to technology selection.
• 10:15
  Speaker 5: And one thing to keep in mind is like finding
• 10:17
  Speaker 5: something between like balancing breadth versus like depth of capabilities.
• 10:20
  Speaker 5: So sometimes people can find themselves in a snag when
• 10:25
  Speaker 5: they find something that's really deep in one area but
• 10:27
  Speaker 5: shallow and the others. And then another issue is just
• 10:31
  Speaker 5: like making sure your tools integrate well across the ecosystem.
• 10:36
  Speaker 5: So like without open APIs and a strong integration, it's
• 10:41
  Speaker 5: all those decks insights you can pull kind of remain siloed.
• 10:44
  Speaker 5: So that's a big problem that you have to look
• 10:46
  Speaker 5: out for. And I mean there's a slew of other
• 10:49
  Speaker 5: challenges that teams face, but I think one thing is like,
• 10:53
  Speaker 5: although it's down to selecting the tool, it's almost impossible
• 10:56
  Speaker 5: to make any changes if you don't have a mindset
• 10:58
  Speaker 5: shift first, like Tim is alluding to, like you have
• 11:01
  Speaker 5: to kind of have the full team and department buy
• 11:04
  Speaker 5: into it, into what you're doing and why. It's almost
• 11:07
  Speaker 5: like akin to like a sports team, like they have
• 11:10
  Speaker 5: a philosophy behind why they're doing certain things, and that
• 11:13
  Speaker 5: is almost like more important than the individual players or
• 11:17
  Speaker 5: to stick in the metaphor tools that they have at
• 11:19
  Speaker 5: their disposal.
• 11:22
  Speaker 3: Value, realization and tracking have to be front and center. Short,
• 11:26
  Speaker 3: I mean, it has long been seen as a cost
• 11:28
  Speaker 3: center effectively, So how does dexops provide the structure to
• 11:33
  Speaker 3: in your view, translate improved employee experience into measurable business value.
• 11:39
  Speaker 3: What kind of KPIs or metrics in your view best
• 11:42
  Speaker 3: demonstrate the impact or can best demonstrate the impact of
• 11:46
  Speaker 3: decksops to senior leadership.
• 11:49
  Speaker 5: Yeah, and I think this is the most powerful part,
• 11:51
  Speaker 5: at least for me, that I love about a dexof
• 11:54
  Speaker 5: structure and team because it really is able to translate
• 11:57
  Speaker 5: like huge outcomes and trace it all the way back
• 12:00
  Speaker 5: to like individual decisions and changes that are made within
• 12:04
  Speaker 5: the IT department and behind the scenes. So the biggest
• 12:08
  Speaker 5: outcomes that are going to make a big impact, like
• 12:10
  Speaker 5: in the boardroom or productivity hours saved, employee satisfaction scores,
• 12:16
  Speaker 5: you can track like obviously the stuff that's really important
• 12:19
  Speaker 5: to it, which is like ticket count and MTTR. But
• 12:22
  Speaker 5: there's also a way with this system to again look
• 12:26
  Speaker 5: at like time saved, time saved and time lost equations
• 12:30
  Speaker 5: the DEX score as well, Like we've seen it with
• 12:33
  Speaker 5: customers that correlate strongly with an improvement, and a DEX
• 12:37
  Speaker 5: score correlates with like a reduction.
• 12:40
  Speaker 3: And time lost.
• 12:41
  Speaker 5: And there's ways to calculate these things and prove that
• 12:45
  Speaker 5: it's not just a gut feeling. Another thing that you
• 12:49
  Speaker 5: can also do with this is like tag it to
• 12:51
  Speaker 5: your NPS score. So looking at like do you have
• 12:55
  Speaker 5: high employee engagement rates with the actions that it is
• 12:59
  Speaker 5: take making. These are all things that just make it
• 13:03
  Speaker 5: very tangible and clear when you're in a high level
• 13:06
  Speaker 5: either a boardroom or a high level meeting with your
• 13:10
  Speaker 5: managers and directors.
• 13:13
  Speaker 3: Absolutely, And Megan, you've already been a you know, slurred
• 13:18
  Speaker 3: as a fat kid here, I'm sure, so, I don't know,
• 13:23
  Speaker 3: not slid, proud, proud quiet.
• 13:27
  Speaker 2: I went to university originally as a theater major.
• 13:30
  Speaker 3: So not just any university, Meghan, listeners, Okay, very distinguished.
• 13:37
  Speaker 2: One in California, But yeah, in California, I.
• 13:39
  Speaker 3: Was a theater kid exent. So on the on the
• 13:42
  Speaker 3: matter of communication, I suppose communication across the enterprise, it's
• 13:48
  Speaker 3: also a must. Culture change is often often harder than
• 13:53
  Speaker 3: technical change, which has been the sort of underlying theme
• 13:55
  Speaker 3: throughout everything Tim and I've been doing around decktops this summer.
• 14:00
  Speaker 3: What communication strategies do you consider to be most effective
• 14:03
  Speaker 3: in getting those business leaders, IT, staff and employees themselves
• 14:08
  Speaker 3: aligned around dex per se.
• 14:12
  Speaker 2: I am actually thrilled that this question got thrown to
• 14:15
  Speaker 2: me because not only because I'm a theater kid, but
• 14:17
  Speaker 2: also because I think this can be from when I
• 14:20
  Speaker 2: talk to our customers when they're getting ready to present
• 14:22
  Speaker 2: at our experience events coming up in just a few
• 14:26
  Speaker 2: weeks here. This seems to be one of the more
• 14:29
  Speaker 2: challenging pieces of dex stops, I think for people who
• 14:32
  Speaker 2: maybe work in IT and are more familiar with working
• 14:34
  Speaker 2: with technology than you having to work with people. And
• 14:38
  Speaker 2: I think especially when DEX is a net new function
• 14:42
  Speaker 2: for your organization, you're getting new data, it's a new
• 14:45
  Speaker 2: way of thinking, as you say, culture change. You can
• 14:48
  Speaker 2: meet a lot of resistance if you don't have a
• 14:51
  Speaker 2: strategy for how to communicate your project. And so if
• 14:54
  Speaker 2: you're going, let's say, to the security team or to
• 14:57
  Speaker 2: the network team and saying, hey, this problem it's because
• 15:01
  Speaker 2: of you, It's because of your system, it can feel
• 15:04
  Speaker 2: like you're pointing finger at them and saying, this is
• 15:07
  Speaker 2: your problem, right, You're the one to blame. So you
• 15:09
  Speaker 2: have to figure out a way to communicate the things
• 15:12
  Speaker 2: that you're seeing in the data and the things that
• 15:15
  Speaker 2: are possible from the data in a way that feels
• 15:18
  Speaker 2: like you're empowering them and maybe even letting them think
• 15:23
  Speaker 2: it was their idea to solve it that way in
• 15:25
  Speaker 2: the first place. Finding out ways to sort of bring
• 15:29
  Speaker 2: the data to them and say what do you think
• 15:31
  Speaker 2: this is? Saying what do you think this is indicating?
• 15:35
  Speaker 2: And then you know, when you have those wins from
• 15:37
  Speaker 2: the data with those sort of teams in partnership, don't
• 15:41
  Speaker 2: gatekeep it, but share right, share those wins out let
• 15:45
  Speaker 2: them maybe even take some of the credit for the win.
• 15:49
  Speaker 2: And by sharing aggressively those wins across these teams, you'll
• 15:52
  Speaker 2: find more use cases. They'll start to come to you
• 15:54
  Speaker 2: and say, hey, you have this new data, can we
• 15:57
  Speaker 2: see this? Can we solve this? Like what about This
• 16:00
  Speaker 2: can actually help you mature because it'll help you find
• 16:03
  Speaker 2: those the next use case. I think when it comes
• 16:06
  Speaker 2: to leadership, and this echoes what Sean was just saying,
• 16:10
  Speaker 2: it comes down to learning to speak their language, right,
• 16:12
  Speaker 2: what does your leadership care about what matters to your business,
• 16:16
  Speaker 2: to your enterprise? Do they want employees to be more productive?
• 16:19
  Speaker 2: Are they just focused on reducing costs? Is there a
• 16:22
  Speaker 2: big M and a strategy happening this year? DEX can
• 16:26
  Speaker 2: support all of those initiatives. It's your job to figure
• 16:29
  Speaker 2: out how and then communicate that to leadership. And then
• 16:32
  Speaker 2: when you start to get those wins, share those wins aggressively,
• 16:36
  Speaker 2: just like Shaun was saying in their language, and you'll
• 16:39
  Speaker 2: start to get that buy in and maybe get more
• 16:42
  Speaker 2: investment in your project. And then finally employees, I think
• 16:46
  Speaker 2: with them as an employee and not someone who works
• 16:49
  Speaker 2: in it, clear communication, you know, let them know what
• 16:53
  Speaker 2: DEX is, it's something that's making their life easier, and
• 16:56
  Speaker 2: what it's not. Right, it's not spyware. We're not paying
• 16:59
  Speaker 2: attention to how many hours a day you're working. And
• 17:02
  Speaker 2: then put in place a governance model so you're not
• 17:04
  Speaker 2: overwhelming them, especially if you're using campaigns. Right, you don't
• 17:07
  Speaker 2: want all of a sudden, a billion pop ups on
• 17:09
  Speaker 2: their computer all day. You want them to feel like
• 17:12
  Speaker 2: DEX is there to help them and it's only telling
• 17:13
  Speaker 2: them things they need to know in the moment. And
• 17:18
  Speaker 2: then I guess one extra thought would be AI.
• 17:20
  Speaker 5: Right.
• 17:21
  Speaker 2: AI is obviously taking over the deck space as it's
• 17:23
  Speaker 2: taking over everything else. And when you're thinking about communicating
• 17:26
  Speaker 2: AI in dex with your employees, it's all about empowering them, right,
• 17:31
  Speaker 2: whether it's through self service or helping them, you know,
• 17:34
  Speaker 2: use AI in a better way. You're just focused on
• 17:37
  Speaker 2: communicating that you're there to help them.
• 17:40
  Speaker 3: Brilliant. Last question for you, Megan. Obviously, the whole approach
• 17:45
  Speaker 3: that Tim's laid out for decks oops, here and elsewhere
• 17:48
  Speaker 3: is a very holistic, system systematic one. But do you
• 17:53
  Speaker 3: think it can be done in your view, kind of
• 17:56
  Speaker 3: a bit piecemeal, Like can you do one pillar process
• 18:00
  Speaker 3: at the time of able to stand up on their own?
• 18:03
  Speaker 2: You think, interesting question. I. You can get a project
• 18:11
  Speaker 2: up and running with just one pillar at a time,
• 18:13
  Speaker 2: but it's not going to see the success that you're
• 18:18
  Speaker 2: hoping for. You'll end up spinning your wheels twice as fast,
• 18:21
  Speaker 2: but you're only gonna get half as far right. You're
• 18:25
  Speaker 2: gonna have to work extra hard. You're not going to
• 18:27
  Speaker 2: see as much of an outcome. I think the dexkop structure.
• 18:31
  Speaker 2: As Tim has outlined it, It's a lot of work
• 18:33
  Speaker 2: up front, but it's worth it because then you can
• 18:36
  Speaker 2: just start spinning up use case after use case after
• 18:38
  Speaker 2: use case because you have that firm structure in place
• 18:42
  Speaker 2: to be able to be successful. I think without it,
• 18:44
  Speaker 2: you run the risk of your dex project failing, losing
• 18:47
  Speaker 2: that buy in from leadership, losing that buy in from
• 18:50
  Speaker 2: the teams you need to work with, and just sort
• 18:53
  Speaker 2: of seeing the whole thing kind of peter out. So
• 18:55
  Speaker 2: I would say it's worth it to invest in the
• 18:57
  Speaker 2: full dexop structure.
• 18:59
  Speaker 3: Oh so, yeah, I hope people have got a good
• 19:04
  Speaker 3: sort of overview from that. Tim. Anything we haven't covered
• 19:06
  Speaker 3: here that you want.
• 19:06
  Speaker 4: To want to Yeah, I think maybe let's take a
• 19:08
  Speaker 4: couple of minutes and just kind of throw throw the
• 19:11
  Speaker 4: ball around the horn, as they say, and I'll throw
• 19:13
  Speaker 4: it to you, Tom what And I get this a
• 19:15
  Speaker 4: lot too? And I'm traveling a lot of organizations that
• 19:19
  Speaker 4: we talk with are really just struggling to keep their
• 19:23
  Speaker 4: head above water, right, I just need to keep the
• 19:25
  Speaker 4: lights on. I don't have time to take on anything new.
• 19:29
  Speaker 4: Is dexkops only realistic for mature It shops with resources
• 19:36
  Speaker 4: or can a lean overworked team start on this journey?
• 19:40
  Speaker 4: What does a minimum viable dexops look like? What's Tom?
• 19:44
  Speaker 4: What's I'll play questionnaire question around this on what are
• 19:48
  Speaker 4: your what are your.
• 19:49
  Speaker 3: Thoughts on it? Inquisitor? A lean over stressed team not
• 19:55
  Speaker 3: only can think in terms of dexops and think about
• 19:58
  Speaker 3: that mindset shift, they should be thinking of those tents
• 20:02
  Speaker 3: because it will. The whole eflus here is to create efficiencies.
• 20:08
  Speaker 3: It means you stop flying blind effectively, So start measuring
• 20:12
  Speaker 3: the basics of your employees experience, act on one or
• 20:16
  Speaker 3: two high impact fixes that you can identify, and start
• 20:20
  Speaker 3: to create those efficiencies. Now, will those efficiencies be at
• 20:23
  Speaker 3: the same scale, of the same level of meaning and
• 20:26
  Speaker 3: appreciation as you would find at a big, shiny it shop.
• 20:31
  Speaker 3: The answer is perhaps not, John, what.
• 20:34
  Speaker 4: Do you think? It's really a combination and the question
• 20:36
  Speaker 4: is really in relation to a combination of decks and
• 20:38
  Speaker 4: dex ops operationalizing the function. But what are your thoughts
• 20:42
  Speaker 4: about busy teams versus those with resources?
• 20:46
  Speaker 5: Well, I think like maybe even to simplify it more,
• 20:49
  Speaker 5: one thing can just be near term in a quarter
• 20:52
  Speaker 5: or even a month, How quick do you want to
• 20:55
  Speaker 5: improve how you react to problems? And then a more
• 20:59
  Speaker 5: matured x OPS team, regardless of the size, you can
• 21:03
  Speaker 5: move into another stage of like how quickly do you
• 21:05
  Speaker 5: want to predict and automate those issues and just push
• 21:08
  Speaker 5: it off your plate entirely? And that's how, you know,
• 21:11
  Speaker 5: if I were to simplify it, that's how I would
• 21:13
  Speaker 5: explain it to someone that it's kind of like, how
• 21:14
  Speaker 5: quickly do you want to react to the same issues
• 21:16
  Speaker 5: you see versus like later in a year, five years
• 21:20
  Speaker 5: from now, whatever it is. You know, how quickly do
• 21:22
  Speaker 5: you want to like predict those problems and get ahead
• 21:25
  Speaker 5: of it before they even arrive as a ticket at
• 21:28
  Speaker 5: your desk?
• 21:30
  Speaker 4: Yeah, I think the I think the overworked teams, the
• 21:33
  Speaker 4: lean teams actually get greater benefit from this than the
• 21:37
  Speaker 4: teams with resources. Teams with resources, it's easy to just say, hey,
• 21:40
  Speaker 4: I'm going to let Joe take care of this issue.
• 21:42
  Speaker 4: I have people to do this. I don't need the
• 21:44
  Speaker 4: tool or the capability. The overworked teams are the ones
• 21:47
  Speaker 4: that really need it because they have fewer resources to
• 21:50
  Speaker 4: begin with. But Megan, what are your thoughts?
• 21:54
  Speaker 2: Yeah, I would agree with you, Tim. I think there's
• 21:57
  Speaker 2: a big benefit for a smaller and leaner team to
• 22:01
  Speaker 2: doing this because ultimately what DEX and DEX aps leads
• 22:04
  Speaker 2: you to his efficiency. And just a moment ago, when
• 22:07
  Speaker 2: Tom asked me about you know, communication strategies, a lot
• 22:11
  Speaker 2: of what I said came specifically from my conversations with
• 22:16
  Speaker 2: our customer at Kim Lee Horn, who was a DEX
• 22:20
  Speaker 2: team of one and set up a whole DEX pillar,
• 22:23
  Speaker 2: communicated with his leadership, communicated across teams and got you know,
• 22:28
  Speaker 2: a lot of wins and a lot of benefit from
• 22:30
  Speaker 2: DEX again being a team of one. So I think,
• 22:34
  Speaker 2: you know, it speaks for itself, like it that being
• 22:36
  Speaker 2: a lean team doesn't prevent you from seeing the outcomes.
• 22:39
  Speaker 3: Of this at all. Absolutely, and Tim, we should direct
• 22:47
  Speaker 3: people to the series if they want to go a
• 22:50
  Speaker 3: little a little deeper into any of these given topics.
• 22:53
  Speaker 4: Right, Yeah, we've got a great We've got a great
• 22:56
  Speaker 4: series running, and I do think there's opportunity to explore
• 23:00
  Speaker 4: this series maybe on a second pass with some some
• 23:04
  Speaker 4: other people, but you know, we've got we've got a
• 23:07
  Speaker 4: great set. You they're they're on demand. You can go
• 23:09
  Speaker 4: back and listen to them anytime. But yeah, that's uh,
• 23:13
  Speaker 4: that's in the show notes. We'll put some links to
• 23:15
  Speaker 4: h to what's out there for people to listen to.
• 23:18
  Speaker 3: And you can join us live for the next one
• 23:21
  Speaker 3: as well. I think at this point, which is going
• 23:23
  Speaker 3: to be with Senteen, and it's going to be about
• 23:26
  Speaker 3: that transition to a sort of more proactive service desk
• 23:30
  Speaker 3: and what do you think we're going to cover their
• 23:32
  Speaker 3: in particular team.
• 23:34
  Speaker 4: I think Centeen is one of our more mature customers.
• 23:37
  Speaker 4: I'm really interested to. I'm always interested to hear how
• 23:40
  Speaker 4: a customer has operationalized on the front lines at both
• 23:45
  Speaker 4: service desk and you know, I think some people lump
• 23:48
  Speaker 4: service desk in as being the level two and level
• 23:51
  Speaker 4: three support folks as well, but I'm really interested to
• 23:54
  Speaker 4: talk with them about operationally, how the function has has
• 23:59
  Speaker 4: spread across teams and some of their some of their
• 24:02
  Speaker 4: wins that they get out of it. So it should
• 24:03
  Speaker 4: be a good it should be a good.
• 24:04
  Speaker 3: Session, fantastic, So join us for that one, and we
• 24:08
  Speaker 3: hope to see some of you in the chat and
• 24:10
  Speaker 3: also going to put links to as you as to
• 24:12
  Speaker 3: mention the previous on demand webinars that we've done. Also
• 24:16
  Speaker 3: Shawn's incredible dex certification series. You'll be able to sit
• 24:20
  Speaker 3: those for yourself. If you're looking to get that head
• 24:22
  Speaker 3: start in your in your workplace, be a lean one
• 24:25
  Speaker 3: or an advanced one and you'll find something useful there.
• 24:29
  Speaker 3: And look, we're back now. Reality Bites is back. We've
• 24:33
  Speaker 3: had We've had our our show PTO if you will,
• 24:37
  Speaker 3: our dramatic holiday, and you can expect normal programming to resume.
• 24:42
  Speaker 3: More panel shows, more interview shows with great next thinkers
• 24:45
  Speaker 3: that will begin to will resume again in two weeks time.
• 24:48
  Speaker 3: We've got some great guests lined up and we're looking forward.
• 24:51
  Speaker 3: We'll welcome Ariana and Dina back as well very soon,
• 24:54
  Speaker 3: and we're looking forward to seeing you all very very soon.
• 24:58
  Speaker 3: So thank you so much everybody, and I will see
• 25:01
  Speaker 3: you in two weeks time.
• 25:04
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• 25:18
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• 25:20
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• 25:26
  Speaker 1: Until next time.