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Embracing IT Complexity: A User-Centric Approach to Service Performance

In today’s chaotic IT landscape, businesses must navigate the complexities of user experience while addressing cyber threats and the challenges of cloud consumerization. Organizations face increasing demands from tech-savvy users who expect efficient service delivery and rapid issue resolution. By redefining KPIs and focusing on end-to-end performance metrics, companies can shift from reactive fixes to proactive solutions. Embracing a culture of data equity and user empowerment will be key to optimizing performance in this digital age.

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Embracing IT Complexity: A User-Centric Approach to Service Performance

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  1. marco@gianotten.com Twitter: @Marco_Gianotten www.outsourcingperformance.nl www.ilovemyITdepartment.com Uprising of IT users

  2. Cyber crime Cloud A CH OS Consumerization Complexity IT landscape

  3. Too much bullshit

  4. Forecast Tiers Usage Paterns

  5. Embrace it...

  6. Getting rogue

  7. Department of

  8. (L)user

  9. Sign-on stress

  10. Help(less)desk?

  11. SLA

  12. Complexe harmonie Too much M&Ms

  13. CWOT

  14. Snafu

  15. Satisfied Tolerated Frustrated 0 T F Satisfied + Tolerated / 2 Apdex 0,xx = = Total Samples ‘F’ word in service culture

  16. Durchschnitt

  17. Promedio

  18. Moyenne

  19. Gemiddeld

  20. Plan B

  21. Department of ¥€$

  22. Talk EBIT

  23. “Data equity will be as important as brand equity.”

  24. Service2

  25. Shift right

  26. Screenagers

  27. IT4ME

  28. Crackberry’s

  29. Bring Your Own

  30. Fix Your Own

  31. User-to-user

  32. Multi-service channels 8

  33. Consumerization

  34. Business criticality

  35. Pain factor

  36. True Downtime Cost

  37. Outage tolerance

  38. Opportunity

  39. Selling beer

  40. London’s economy

  41. Rethink KPIs

  42. Preventing chaos Reactive Proactive

  43. Zero repeat

  44. Recurring incidents

  45. Feelings

  46. Experience = perception

  47. Logon time Response time Availability Utilization … = Experience

  48. End-to-end performance 10

  49. ../ Pagina 2 Cerebral bridge

  50. Mission

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