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Published byEve Fricker Modified over 2 years ago

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Marco Gianotten “Controle is mijn ding”

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Too much cloud

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Going too slow

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(L)user

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Crackberry’s

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BYO

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Help(less)desk?

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IT Service DNA

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Snafu

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Secrets Lies Assumptions

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CWOT

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SLA

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KPI hell

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KPI shredder

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User-centricity

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Experience

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Utilization Availability Response time … Logon time =

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Response time SLA’s

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Apdex = Satisfied + Tolerated / 2 Total Samples 0,xx = Apdex SatisfiedTolerated Frustrated 0 TF

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10.080

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True Downtime Cost

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Priority #1

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Brilliant KPI’s

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Apdex = Satisfied + Tolerated / 2 Total Samples 0,xx = SatisfiedTolerated Frustrated 0 TF ‘F’-word in service culture

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IT-is-no-problem

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