smart sourcing in a chaotic world - marco gianotten
TRANSCRIPT
Twitter: @Marco_Gianotten
www.outsourcingperformance.nl
www.ilovemyITdepartment.com
Smart Sourcing
in a Chaotic World
CH OS A
Cyber crime
Cloud
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
Apdex =
Satisfied + Tolerated / 2
Total Samples
0,xx =
Satisfied Tolerated Frustrated
0 T F
‘F’ word in service culture
Durchschnitt
Promedio
Moyenne
Gemiddeld
Plan B
Department of ¥€$
Talk EBIT
“Data equity will be
as important as
brand equity.”
Service2
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
Reactive
Proactive
Preventing chaos
Zero repeat
Recurring incidents
Feelings
Experience = perception
Experience
Utilization Availability
Response time
…
Logon time
=
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