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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
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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