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