Lunchtime BOF: Perception is Reality

Performance management is the most thankless job.  If performance is good, the perception is that you are not needed.  If response time is lagging, you are a failure.  Even when the measurements look good, if the end user is unhappy, again, you have failed to meet your goals.  Managing expectations, end users, colleagues, business managers and your boss – these are your real SLOs (service level objectives).  Learn how to use ‘social styles’ and other techniques to manage change, make recommendations, handle hidden service levels and deal with degradation with greater success, to enhance your reputation, visibility and value to your company.