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marco@gianotten.com
Twitter: @Marco_Gianotten
www.outsourcingperformance.nl
www.ilovemyITdepartment.com




Smart Sourcing
in a Chaotic World
Cyber crime

                     Cloud
                A
      CH OS
                 Consumerization

Complexity IT landscape
Embrace it...
Getting rogue
Department of
(L)user
Sign-on stress
Help(less)desk?
SLA
Complexe harmonie




Too much M&Ms
CWOT
Snafu
Satisfied       Tolerated       Frustrated

      0               T               F


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




‘F’ word in service culture
Durchschnitt
Promedio
Moyenne
Gemiddeld
Plan B
Department of ¥€$
Talk EBIT
“Data equity will be
  as important as
   brand equity.”
Service 2
Shift left
Screenagers
IT4ME
Crackberry’s
Bring Your Own
Fix Your Own
User-to-user
Multi-service channels


                         8
Consumerization
Business criticality
Pain factor
True Downtime Cost
Outage tolerance
Opportunity
Selling beer
London’s economy
Rethink KPIs
Preventing chaos

    Reactive



        Proactive
Zero repeat
Recurring incidents
Feelings
Experience = perception
Logon time
Response time
 Availability
  Utilization
       …
     =
 Experience
End-to-end performance




                         10
../
Pagina 2




           Cerebral bridge
Mission
“Aim for the
 moon. If you
miss, you may
  hit a star.”

 twitter/Marco_Gianotten

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Smart Sourcing in een chaotische wereld