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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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Marco gianotten com twitter marco gianotten www outsourcingperformance nl

[email protected]

Twitter: @Marco_Gianotten

www.outsourcingperformance.nl

www.ilovemyITdepartment.com

Uprising of IT users


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Cyber crime

Cloud

A

CH OS

Consumerization

Complexity IT landscape


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Too much bullshit


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Forecast

Tiers

Usage

Paterns


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Embrace it...


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Getting rogue


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Department of


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

(L)user


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Sign-on stress


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Help(less)desk?


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

SLA


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Complexe harmonie

Too much M&Ms


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

CWOT


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Snafu


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Satisfied

Tolerated

Frustrated

0

T

F

Satisfied + Tolerated / 2

Apdex

0,xx

=

=

Total Samples

‘F’ word in service culture


Durchschnitt

Durchschnitt


Promedio

Promedio


Moyenne

Moyenne


Gemiddeld

Gemiddeld


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Plan B


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Department of ¥€$


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Talk EBIT


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

“Data equity will be

as important as

brand equity.”


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Service2


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Shift right


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Screenagers


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

IT4ME


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Crackberry’s


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Bring Your Own


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Fix Your Own


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

User-to-user


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Multi-service channels

8


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Consumerization


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Business criticality


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Pain factor


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

True Downtime Cost


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Outage tolerance


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Opportunity


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Selling beer


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

London’s economy


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Rethink KPIs


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Preventing chaos

Reactive

Proactive


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Zero repeat


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Recurring incidents


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Feelings


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Experience = perception


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Logon time

Response time

Availability

Utilization

=

Experience


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

End-to-end performance

10


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

../

Pagina 2

Cerebral bridge


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

Mission


Marco gianotten com twitter marco gianotten www outsourcingperformance nl

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

twitter/Marco_Gianotten


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