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127. From AI Hype to Human-Centred IT: Jaro Tomik from CDW
Manage episode 501510362 series 2817230
CDW chief technologist Jaro Tomik joins host Sakari Kyrö to unpack two seismic shifts rocking enterprise IT: the rise of AI-washing and the pivot to experience-led service management. Hear how Jaro’s “escape-room for IT” workshops flip roles, surface hidden bottlenecks and turn data visibility into a zero-ticket, proactive support vision—all while keeping people and productivity front-and-centre.
Key Take-aways
- Beware AI-washing. Almost every vendor now claims “AI,” so leaders must cut through marketing noise to find real value.
- Employee experience is the new compass. Human-centred design and continuous experience data now guide project prioritisation.
- Scenario workshops build cross-functional empathy. Role-swapping lets teams feel each other’s pain, revealing blind spots safely.
- Service-desk reality is tough. Experiencing the frontline first-hand fosters respect and partnership between business and IT.
- Visibility requires three data lenses—technology, operational, experience. Only by merging all three can CIOs see true bottlenecks.
- A living roadmap tames VUCA change. A clear three-year vision anchors busy teams and retains talent.
- Automation + AI enable proactive, “zero-ticket” support. When IT knows device health and feelings up-front, users stay productive.
- External facilitation accelerates buy-in. An outside voice often unlocks trust and momentum that internal teams struggle to spark.
Resources & Links mentioned
- Jaro Tomik on LinkedIn – connect for daily enterprise-service-management insights https://www.linkedin.com/in/jarotomik
- CDW Enterprise Service Management – learn how CDW guides large enterprises through experience-led transformation https://www.cdw.com/
- Scenario-Based IT Workshops (Sunburst Simulations) – explore the escape-room-style workshop framework Jaro runs https://sunburst-simulations.com/
Subscribe to our newsletter:
LinkedIn: https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/
128 episodes
Manage episode 501510362 series 2817230
CDW chief technologist Jaro Tomik joins host Sakari Kyrö to unpack two seismic shifts rocking enterprise IT: the rise of AI-washing and the pivot to experience-led service management. Hear how Jaro’s “escape-room for IT” workshops flip roles, surface hidden bottlenecks and turn data visibility into a zero-ticket, proactive support vision—all while keeping people and productivity front-and-centre.
Key Take-aways
- Beware AI-washing. Almost every vendor now claims “AI,” so leaders must cut through marketing noise to find real value.
- Employee experience is the new compass. Human-centred design and continuous experience data now guide project prioritisation.
- Scenario workshops build cross-functional empathy. Role-swapping lets teams feel each other’s pain, revealing blind spots safely.
- Service-desk reality is tough. Experiencing the frontline first-hand fosters respect and partnership between business and IT.
- Visibility requires three data lenses—technology, operational, experience. Only by merging all three can CIOs see true bottlenecks.
- A living roadmap tames VUCA change. A clear three-year vision anchors busy teams and retains talent.
- Automation + AI enable proactive, “zero-ticket” support. When IT knows device health and feelings up-front, users stay productive.
- External facilitation accelerates buy-in. An outside voice often unlocks trust and momentum that internal teams struggle to spark.
Resources & Links mentioned
- Jaro Tomik on LinkedIn – connect for daily enterprise-service-management insights https://www.linkedin.com/in/jarotomik
- CDW Enterprise Service Management – learn how CDW guides large enterprises through experience-led transformation https://www.cdw.com/
- Scenario-Based IT Workshops (Sunburst Simulations) – explore the escape-room-style workshop framework Jaro runs https://sunburst-simulations.com/
Subscribe to our newsletter:
LinkedIn: https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/
128 episodes
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