{"id":1001,"date":"2023-06-14T07:26:55","date_gmt":"2023-06-14T11:26:55","guid":{"rendered":"http:\/\/192.168.1.41\/?p=1001"},"modified":"2024-04-04T13:13:42","modified_gmt":"2024-04-04T17:13:42","slug":"perftour-2023-behind-the-show-episode-05","status":"publish","type":"post","link":"http:\/\/192.168.1.41\/blog\/perftour-2023-behind-the-show-episode-05\/","title":{"rendered":"Perftour 2023 &#8211; Behind the Show Episode 05"},"content":{"rendered":"\n<p>The Performance Tour Season 2023 Episode 05 on Shifting the Service Desk Left was released on June 07, 2023. If you have not seen it yet, you can check it out here:<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Shifting the Service Desk Left\" width=\"1080\" height=\"608\" src=\"https:\/\/www.youtube.com\/embed\/q5O0-4wyxjc?feature=oembed\"  allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Shifting The Service Desk Left<\/h2>\n\n\n\n<p>In this episode, I wanted to talk about shifting the service desk left. This means something different than shifting performance or quality left. How do we make the service desk more proactive? A DEX platform makes this possible.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><br>Interview with Elise Carmichael<\/h2>\n\n\n\n<p>I met with Elise in Gainesville, Florida on a Saturday. Elise is CTO of Lakeside Software, and was the perfect guest to discuss how to shift the service desk left. It was actually my first stop on the spring Performance Tour trip as I was on my way to Atlanta for the Perftour Live Event. We actually met at the headquarters for West Networks:<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"http:\/\/192.168.1.41\/wp-content\/uploads\/2023\/06\/West_Networks1-1024x662.webp\" alt=\"\" class=\"wp-image-1002\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img decoding=\"async\" src=\"http:\/\/192.168.1.41\/wp-content\/uploads\/2023\/06\/West_networks2-768x1024.webp\" alt=\"\" class=\"wp-image-1003\"\/><\/figure>\n\n\n\n<p>My friend Peter West and his brother Daniel were gracious enough to allow us to do the interview there. You may remember Peter was a guest on the show last year. If you have not seen that episode, here is the link:<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"The Performance Tour - Network Performance (Wired, Wifi, and Cellular)\" width=\"1080\" height=\"608\" src=\"https:\/\/www.youtube.com\/embed\/HZ_UzkdEIJM?feature=oembed\"  allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p>It\u2019s really a fascinating discussion about cellular routers, wifi, and satellite communications.<\/p>\n\n\n\n<p>The interview with Elise went well. I had to set up all the camera and sound equipment myself, and I am always paranoid about getting the lighting and sound right. I\u2019ve had some issues in the past, and that is why I always like to have Luke Taylor do it when he\u2019s available. That was not the case this time. Surprisingly, everything worked out perfectly. Elise knows her stuff and so the conversation flowed easily.<\/p>\n\n\n\n<p>The most important thing I got out of our talk was the need for the right data for making decisions that lead to a great user experience.Lakeside Software is focused on capturing that data and providing it in such a way to help preempt problems with the corporate workforce. In fact, Lakeside captures 10,000 endpoint data points every 15 seconds. If you think that\u2019s a lot of data, you\u2019re right. It\u2019s the most complete, accurate, and real-time data in the digital employee experience (DEX) market. Lakeside then uses this massive amount of data to provide comprehensive visibility across an entire enterprise IT estate. This means, the Service Desk can see an issue in real-time as it happens \u2013 before the employee even submits a ticket.<\/p>\n\n\n\n<p>As you could probably tell, I am bothered by the fact that I\u2019ve spent a career trying to optimize the back end software that people use every day, but there can still be poor end user experience everywhere. Many times this has nothing to do with the back end, and we need to focus on the other factors that are ruining the user experience. It could be a bad WiFi router, an outdated version of software, or just an underpowered laptop. We have to look at both sides of the user experience today, and getting the right data is the key.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><br>Mojo Hogtown BBQ<\/h2>\n\n\n\n<p>After the interview, we headed to BBQ. But first, I was distracted by Elise\u2019s car. Looking at the picture, you can see why I think it is better suited for a show called \u201cThe Performance Tour\u201d.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"http:\/\/192.168.1.41\/wp-content\/uploads\/2023\/06\/Elise_corvette-1024x768.webp\" alt=\"\" class=\"wp-image-1004\"\/><\/figure>\n\n\n\n<p>Of course, I took this picture and told all of my friends it was my car. LOL!<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"http:\/\/192.168.1.41\/wp-content\/uploads\/2023\/06\/me_and_elise-768x1024.webp\" alt=\"\" class=\"wp-image-1005\"\/><\/figure>\n\n\n\n<p>We traveled across town to the BBQ place (a local favorite) in HER car.<\/p>\n\n\n\n<p>The BBQ was good. Elise brought her family out, and Daniel West came along with us as well.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"http:\/\/192.168.1.41\/wp-content\/uploads\/2023\/06\/Mojo_outside-1024x768.webp\" alt=\"\" class=\"wp-image-1006\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"http:\/\/192.168.1.41\/wp-content\/uploads\/2023\/06\/mojo_inside-1024x768.webp\" alt=\"\" class=\"wp-image-1007\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"http:\/\/192.168.1.41\/wp-content\/uploads\/2023\/06\/mojo_sauces-1024x768.webp\" alt=\"\" class=\"wp-image-1008\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"http:\/\/192.168.1.41\/wp-content\/uploads\/2023\/06\/Mojo_food1-768x1024.webp\" alt=\"\" class=\"wp-image-1009\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"http:\/\/192.168.1.41\/wp-content\/uploads\/2023\/06\/Mojo_food2-768x1024.webp\" alt=\"\" class=\"wp-image-1010\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"http:\/\/192.168.1.41\/wp-content\/uploads\/2023\/06\/Mojo_food3-768x1024.webp\" alt=\"\" class=\"wp-image-1011\"\/><\/figure>\n\n\n\n<p>It was a great first stop on the spring 2023 tour. The only negative was that my air conditioner went out on the way up to north Florida. I ended up making the trip to Atlanta and Austin with no air the entire way. Fortunately, it never really got too hot during my travels.<\/p>\n\n\n\n<p>I still think there is more to unpack in the Digital Employee Experience (DEX) space, so expect more details around that in the future.<\/p>\n\n\n\n<p>\ud83d\udc99 Tricentis \u25ba <a href=\"https:\/\/www.tricentis.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/www.tricentis.com\/<\/a>. Make sure to visit them and tell them \u201cThank You\u201d for making this show possible.<\/p>\n\n\n\n<p>Want to support PERFTOUR? Buy Me A Coffee! <a href=\"https:\/\/bit.ly\/3NadcPK\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/bit.ly\/3NadcPK<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\">Connect with me<\/h2>\n\n\n\n<p>TWITTER \u25ba <a href=\"https:\/\/bit.ly\/3HmWF8d\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/bit.ly\/3HmWF8d<\/a><br>LINKEDIN COMPANY \u25ba <a href=\"https:\/\/bit.ly\/3kICS9g\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/bit.ly\/3kICS9g<\/a><br>LINKEDIN PROFILE \u25ba <a href=\"https:\/\/bit.ly\/30Eshp7\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/bit.ly\/30Eshp7<\/a><\/p>\n\n\n\n<p>\ud83d\udd17 Links:<\/p>\n\n\n\n<ul>\n<li>Scott Moore Consulting: <a href=\"https:\/\/scottmoore.consulting\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/scottmoore.consulting<\/a><\/li>\n\n\n\n<li>Perftour Website: <a href=\"https:\/\/theperformancetour.com\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/theperformancetour.com<\/a><\/li>\n\n\n\n<li>SMC Journal: <a href=\"https:\/\/smcjournal.com\">https:\/\/smcjournal.com<\/a><\/li>\n\n\n\n<li>DevOps Driving: <a href=\"https:\/\/devopsdriving.com\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/devopsdriving.com<\/a><\/li>\n<\/ul>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Behind the scenes look at our show about shifting the service desk left. Interview with Elise Carmichael and a trip to Mojo Hogtown BBQ in Gainesville, Florida.<\/p>\n","protected":false},"author":1,"featured_media":1191,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","content-type":"","cybocfi_hide_featured_image":"yes","footnotes":""},"categories":[21],"tags":[27,45,112,44,43],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Perftour 2023 - Behind the Show Episode 05 - Performance Tour - Software Engineering Site Reliability and Observability<\/title>\n<meta name=\"description\" content=\"Behind the scenes look at our show about shifting the service desk left. 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