marco.gianotten@giarte.comMarco_Gianotten

www.giarte.comwww.outsourcingperformance.nl

September 26st, 2012

The Art of Performance

CH OSAAAA

Cyber crime

Cloud

CH OSAAAA

Consumerization

Complexity IT landscape

Department of

(L)user

Sign-on stress

Help(less)desk?

Siloed by ITIL

SLA

CWOT

Complexe harmonie

Too much

Satisfied Tolerated Frustrated

0 T F

Apdex =Satisfied + Tolerated / 2

Total Samples0,xx=

0 T F

‘F’ word in service culture

GemiddeldGemiddeld

MoyenneMoyenne

DurchschnittDurchschnitt

PromedioPromedio

Snafu

Corporate IT…

Freedom Freedom

Plan BPlan B

Embrace it...

Department of ¥€$

Service2

Screenagers

Crackberry’s

Bring Your Own

CYOM

Fix Your Own

User-to-userUser-to-user

IT4MEIT4ME

Consumerization

Pain factor

Business criticalityBusiness criticality

10.080

Fatal error

Outage tolerance

Opportunity

Talk EBIT

True Downtime Cost

Zero risk culture?

The risk of risk

Preventing blame

Out of Control Action PlanOut of Control Action Plan

Rethink KPIs

KPI hell

FTE % offshore?

Paradoxal intervention

Shift right

Too focused

Reactive

Proactive

Problem Yin Yang

Zero repeat

Recurring incidents

Perfecte change

Safety performance

Lost timeinjury

Days without LTI = MTBF

Subjective KPIs

End-to-end performance

10

UtilizationAvailability

Response time

…

Logon time

Experience

Utilization…

=

Mission

Mission KPIs

London’s economy

Customer loyalty

“Aim for the moon. If you moon. If you

miss, you may hit a star.”