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Marco Gianotten

“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. ….

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Marco Gianotten

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  1. “Controle is mijn ding” Marco Gianotten

  2. Too much cloud

  3. Going too slow

  4. (L)user

  5. Crackberry’s

  6. BYO

  7. Help(less)desk?

  8. IT Service DNA

  9. Snafu

  10. Secrets Lies Assumptions

  11. CWOT

  12. SLA

  13. KPI hell

  14. KPI shredder

  15. User-centricity

  16. Logon time Response time Availability Utilization … = Experience

  17. Response time <vs>SLA’s

  18. Satisfied Tolerated Frustrated 0 T F Satisfied + Tolerated / 2 Apdex 0,xx = = Total Samples Apdex

  19. 10.080

  20. True Downtime Cost

  21. Priority #1

  22. Brilliant KPI’s

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

  24. IT-is-no-problem

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