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[email protected] Twitter: @Marco_Gianotten www.outsourcingperformance.nl PowerPoint PPT Presentation


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[email protected] Twitter: @Marco_Gianotten www.outsourcingperformance.nl www.ilovemyITdepartment.com. Uprising of IT users. Cyber crime. Cloud. A. CH OS. Consumerization. Complexity IT landscape. Too much bullshit. Forecast. Tiers. Usage . Paterns. Embrace it. Getting rogue.

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[email protected] Twitter: @Marco_Gianotten www.outsourcingperformance.nl

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[email protected]

Twitter: @Marco_Gianotten

www.outsourcingperformance.nl

www.ilovemyITdepartment.com

Uprising of IT users


Cyber crime

Cloud

A

CH OS

Consumerization

Complexity IT landscape


Too much bullshit


Forecast

Tiers

Usage

Paterns


Embrace it...


Getting rogue


Department of


(L)user


Sign-on stress


Help(less)desk?


SLA


Complexe harmonie

Too much M&Ms


CWOT


Snafu


Satisfied

Tolerated

Frustrated

0

T

F

Satisfied + Tolerated / 2

Apdex

0,xx

=

=

Total Samples

‘F’ word in service culture


Durchschnitt


Promedio


Moyenne


Gemiddeld


Plan B


Department of ¥€$


Talk EBIT


“Data equity will be

as important as

brand equity.”


Service2


Shift right


Screenagers


IT4ME


Crackberry’s


Bring Your Own


Fix Your Own


User-to-user


Multi-service channels

8


Consumerization


Business criticality


Pain factor


True Downtime Cost


Outage tolerance


Opportunity


Selling beer


London’s economy


Rethink KPIs


Preventing chaos

Reactive

Proactive


Zero repeat


Recurring incidents


Feelings


Experience = perception


Logon time

Response time

Availability

Utilization

=

Experience


End-to-end performance

10


../

Pagina 2

Cerebral bridge


Mission


“Aim for the moon. If you miss, you may hit a star.”

twitter/Marco_Gianotten


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