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Data Storytelling

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by

Dan Kane

on 19 February 2014

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Transcript of Data Storytelling

Legacy Metrics
Stories Create Experiences
Which is better?
Certifications and/or Degress
Hands on experience
Continual Service Improvement
Does the service provide business value?
Do your metrics tell a story?
Metrics
Experiences & Perceptions
What do these mean?
First Contact Resolution
Mean Time to Repair
Availability
# of Incidents -
Increase/Decrease
Metrics exist to do 2 things
Help make decisions
Drive action
vs.
Personal Experiences & Observations
"But the data shows ..."
Stories + Objective Data = Truths
“Wow, we have a BIG IT group here”
"Whenever I walk by the Help Desk ..."
"Facts are what happened. Truths are about what those happenings meant to people.”
- Dr. Hannah B. Harvey, “The Art of Storytelling: From Parents to Professionals”, “The Great Courses” series)
Giving reasons for change to people who don’t agree with you isn’t just ineffective. A significant body of psychological research shows that it often entrenches them more deeply in opposition to what you are proposing.
- Stephen Denning, "The Secret Language of Leadership: How Leaders Inspire Action Through Narrative"
How to tell a story with metrics
Decisions are based on the most compelling story that accompanies the metric
We act on Truths, not facts
Stories allow us to create shared Truth
Why?
Stories others share about people with paper credentials only
Personal experiences that appear to reinforce those stories
What makes for a great story?
Create a shared experience
Make shareholders care
Every element must lead to a singular goal
Know the ending before figuring out the middle
Stories become experience by proxy
Singular Goal / Know the Ending
Service Focal Point
CSF
CSF
KPI
KPI
KPI
KPI
(Malcolm Fry)
Do we need more service desk staff?
Will the proposed process changes enable greater margins?
Are we on track to meet annual goals?
Did something happen yesterday that we need to address?
How will we know whether initiative XYZ is successful?
(Andrew Stanton & Emma Coats)
Story should provide meaning
Process improvement ≠ Business value
Provide Meaning
Who is the protagonist?
Customer
Internal customer
Line of Business executive
CxO


What does the audience care about?
Business Value
Increase Revenue
Decrease Costs
Increase Goodwill
Improve corporate strategic outcomes
Mitigate Risk exposure
Process metrics are part of the story
Thank you!
Follow @hazyitsm
Blog www.hazyitsm.com
Dan Kane
daniel.kane@servicenow.com
CBO "Obamacare" report
Obamacare's war on jobs a reality (Boston Herald)
CBO: Obamacare Is A Tax On Work (Forbes)
The CBO tells Republicans they're all wet on Obamacare (Los Angeles Times)
Truth of CBO Obamacare report: a win-win for Americans? (The Intelligencer)

Obamacare doesn't kill jobs (CNN)
Two sides to Obamacare, only one factual (Chicago Tribune)
Dan Kane - Service Management Consultant
Full transcript