Controle is mijn ding - cloud maar dan anders - Ngi-NGN
advertisement
“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 … = Experience Response time <vs> SLA’s Apdex Satisfied 0 Tolerated T Frustrated F Satisfied + Tolerated / 2 Apdex = = 0,xx Total Samples 10.080 True Downtime Cost Priority #1 Brilliant KPI’s Satisfied 0 Tolerated T Frustrated F Satisfied + Tolerated / 2 Apdex = = 0,xx Total Samples ‘F’-word in service culture IT-is-no-problem