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
