[email protected] Marco_Gianotten www.giarte.com www.outsourcingperformance.nl September 26st, 2012 The Art of Performance
[email protected]_Gianotten
www.giarte.comwww.outsourcingperformance.nl
September 26st, 2012
The Art of Performance
CH OSAAAA
Cyber crime
Cloud
CH OSAAAA
Consumerization
Complexity IT landscape
Department of
(L)user
Sign-on stress
Help(less)desk?
Siloed by ITIL
SLA
CWOT
Complexe harmonie
Too much
Satisfied Tolerated Frustrated
0 T F
Apdex =Satisfied + Tolerated / 2
Total Samples0,xx=
0 T F
‘F’ word in service culture
GemiddeldGemiddeld
MoyenneMoyenne
DurchschnittDurchschnitt
PromedioPromedio
Snafu
Corporate IT…
Freedom Freedom
Plan BPlan B
Embrace it...
Department of ¥€$
Service2
Screenagers
Crackberry’s
Bring Your Own
CYOM
Fix Your Own
User-to-userUser-to-user
IT4MEIT4ME
Consumerization
Pain factor
Business criticalityBusiness criticality
10.080
Fatal error
Outage tolerance
Opportunity
Talk EBIT
True Downtime Cost
Zero risk culture?
The risk of risk
Preventing blame
Out of Control Action PlanOut of Control Action Plan
Rethink KPIs
KPI hell
FTE % offshore?
Paradoxal intervention
Shift right
Too focused
Reactive
Proactive
Problem Yin Yang
Zero repeat
Recurring incidents
Perfecte change
Safety performance
Lost timeinjury
Days without LTI = MTBF
Subjective KPIs
End-to-end performance
10
UtilizationAvailability
Response time
…
Logon time
Experience
Utilization…
=
Mission
Mission KPIs
London’s economy
Customer loyalty
“Aim for the moon. If you moon. If you
miss, you may hit a star.”