Camilla Tuborgh
Becoming future-oriented with Tietoevry
Even if you’re new to terms like observability and digital employee experience (DEX), you might have experience with monitoring. In simple terms, observability and DEX are the next steps from traditional monitoring, enabling you to utilize data to become proactive. In a way, it’s like having an X-ray of your IT infrastructure.
After 15 years of partnership, we talked with Jon Anders Midthun, head of Digital Workplace Services at Tietoevry Tech Services, about DEX and how DEX can be used to deliver value.
– For me, DEX is about the end-user experience for our customers and creating the best possible workspace, Jon Anders says.
In essence, DEX aims to increase employee satisfaction by utilizing technology and data-driven processes. This can be challenging in complex IT environments with a sprawl of technologies, as businesses face one fundamental question, according to Jon Anders:
– How can we take the right technologies to deliver actual customer value?
Transforming technologies into customer value
Choosing the right technologies and extracting the most value from them plays a big part in achieving your goals. That’s why Kanari collaborates closely with vendors that provide state-of-the-art software for observability and DEX.
Yet, the choice of technologies isn’t ultimately what makes you succeed or fail.
– Technologies and platforms are key parts of what Kanari delivers for us. However, the true value is created by their specialized people and their expertise, Jon Anders says.
Technologies are essential, but in the end, they’re just tools to achieve an outcome, not unlike what a pickaxe is to a miner. The keys to a successful outcome lie within the people and processes, aligning IT decisions with the business goals. Ultimately, what matters is what we can create for your employees and your business – transforming technology and data into measurable value.
– Kanari’s DEX expertise ensures that we can monitor the end-user experience, measure the success of our projects, and govern them through experience-level agreements (XLA), he says and adds:
– This has proven to be a key to success for both end-user and customer satisfaction during projects while meeting their objectives.
From reactive, via proactive, to predictive
When successfully implementing a DEX solution, you align your IT with your business, become more data-driven, and turn proactive rather than reactive. Our goal is to take your organization even one step further.
– Kanari has enabled us to visualize data in a way that has transformed us from reactive to proactive and now also predictive, says Jon Anders.
Visualizing data is crucial in providing you with the right insights in real-time to improve your decisions. An intuitive dashboard provides all the necessary information to take the right actions at the right time and measure the impact—an essential part of the value-creation process.
– It enables us to better understand the customer impact and how we operate our business, which is key to being a good partner for our customers, he says.
He adds that there are many ways to create value through our partnership, highlighting a concrete example of what clients can expect when utilizing Kanari DEX.
– We’ve run a user support transformation, which has resulted in significant ticket reductions. We’re not only talking about self-service but also about auto-remediations to mitigate incidents before user impact.
Becoming more future-oriented
Together, we collaborate throughout service development, sales, and implementation, significantly reducing the time to market and, as Jon Anders points out, helping them become more future-oriented. Put simply, we have a proper partnership rather than a customer/vendor relationship.
– We want to be the best at everything, but we can’t be the best at everything alone. That means that we collaborate with suitable partners. For us, Kanari is that partner in observability and DEX, Jon Anders says.
Implementing DEX is a step in becoming more future-oriented, strengthening your business’ ability to stay competitive. It helps you attract and retain talent and ensures an adaptable, engaged, and productive workforce in an ever-evolving business landscape.
– If critical applications are key to your business objectives, you need insights through observability platforms and DEX. Kanari and Tietoevry are your partners in achieving this, Jon Anders concludes.