Marco Gianotten
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“Controle is mijn ding”. Marco Gianotten. Too much cloud. Going too slow. (L)user . Crackberry’s. BYO. Help(less)desk?. IT Service DNA. Snafu. Secrets Lies Assumptions. CWOT. SLA. KPI hell. KPI shredder. User-centricity. Logon time. Response time. Availability. Utilization. …. - PowerPoint PPT Presentation
Transcript of Marco Gianotten
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
