Marco Gianotten “Controle is mijn ding”. Too much cloud.

Marco Gianotten

“Controle is mijn ding”

Too much cloud

Going too slow

(L)user

Crackberry’s

BYO

Help(less)desk?

IT Service DNA

Snafu

SecretsLies

Assumptions

CWOT

SLA

KPI hell

KPI shredder

User-centricity

Experience

UtilizationAvailability

Response time

…

Logon time

=

Response time <vs> SLA’s

Apdex =Satisfied + Tolerated / 2

Total Samples 0,xx=

Apdex

Satisfied Tolerated Frustrated

0 T F

10.080

True Downtime Cost

Priority #1

Brilliant KPI’s

Apdex =Satisfied + Tolerated / 2

Total Samples 0,xx=

Satisfied Tolerated Frustrated

0 T F

‘F’-word in service culture

IT-is-no-problem