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IIBA Toronto Speaker Series - The Business Analyst & The Four Noble Truths of IT Suffering Thu 4-May Noon

  • 04 May 2023
  • 12:05 PM - 1:15 PM
  • Online

IIBA Toronto

Speaker Series

Thursday, May 4, 2023  12:05 pm

This is a lunch bag presentation

taking place during the noon hour

The Business Analyst &
The Four Noble Truths of IT Suffering

Click here to register for this event using Zoom


Buddhism recognizes the four noble truths of suffering: life is about suffering and how to deal with it. There is a parallel with IT.  

Interactions with IT systems and IT people often involve excessive emotional labour. Both for the user and the service provider. It is often caused by inconsiderate people or uncompromising algorithms, and more empathy is needed to reduce the suffering.

These experiential requirements should clearly concern the caring business analyst.

This session explores the phenomenon of IT service suffering, how to measure it, how to minimize it, and the role of the business analyst. It references s XLA (experience level agreement), Service-dominant logic, Experience-dominant logic, Reflections on Product to Value, and other sources.

Takeaways in terms of beliefs:

  • Value from IT services is subjective and unpredictable
  • IT experience is important, because it affects people’s emotional well being
  • Empathy and experimentation are two key capabilities

Attend Free!

Building Clarity and Cohesion

Come join us for an evening of business analysis community and networking as you learn and review parts of the IIBA BABOK 

This 1 1/2 hour session delivers

1.5 CDU credit hours for IIBA Re-certification


Mark Smalley
Amsterdam, The Netherlands

Mark Smalley helps IT people understand service. He has worked in various roles in IT for 45 years and has been a contributor to bodies of knowledge such as ASL, BiSL, BRM, COBIT, DevOps, IT4IT, ITIL, VeriSM and XLA. He has spoken at hundreds of events in more than thirty countries. He also helps writers write better books.

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