The document discusses various challenges in IT management, such as cyber crime, consumerization, and complexity within the IT landscape. It emphasizes the importance of user experience and performance metrics while advocating for a proactive approach to service management. Key phrases include the role of ‘data equity’ and the need for a shift towards user-centric service models.

1. marco@gianotten.com
Twitter: @Marco_Gianotten
www.outsourcingperformance.nl
www.ilovemyITdepartment.com
Smart Sourcing
in a Chaotic World

2. Cyber crime
Cloud
A
CH OS
Consumerization
Complexity IT landscape

3. Embrace it...

4. Getting rogue

5. Department of

6. (L)user

7. Sign-on stress

8. Help(less)desk?

9. SLA

10. Complexe harmonie
Too much M&Ms

11. CWOT

12. Snafu

13. Satisfied Tolerated Frustrated
0 T F
Satisfied + Tolerated / 2
Apdex = = 0,xx
Total Samples
‘F’ word in service culture

14. Durchschnitt

15. Promedio

16. Moyenne

17. Gemiddeld

18. Plan B

19. Department of ¥€$

20. Talk EBIT

21. “Data equity will be
as important as
brand equity.”

22. Service 2

23. Shift left

24. Screenagers

25. IT4ME

26. Crackberry’s

27. Bring Your Own

28. Fix Your Own

29. User-to-user

30. Multi-service channels
8

31. Consumerization

32. Business criticality

33. Pain factor

34. True Downtime Cost

35. Outage tolerance

36. Opportunity

37. Selling beer

38. London’s economy

39. Rethink KPIs

40. Preventing chaos
Reactive
Proactive

41. Zero repeat

42. Recurring incidents

43. Feelings

44. Experience = perception

45. Logon time
Response time
Availability
Utilization
…
=
Experience

46. End-to-end performance
10

47. ../
Pagina 2
Cerebral bridge

48. Mission

49. “Aim for the
moon. If you
miss, you may
hit a star.”
twitter/Marco_Gianotten