Service Desk Management - Lions, Tigers and Bears. On my! by Rebecca Beach

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Ingrained into all of us is the notion that we must treat people equally. On the Service Desk, if you treat all analysts equally, be prepared to see the backs of your best staff as they walk out of the door. In this webinar, we will be looking at the different types of analysts, how to hire the right fit, and how to manage them collectively and individually: -The Lion: takes pride in the service provided and leads the rest of the team -The Tiger: loyal and patient, who will follow his leaders and is deeply in-tune with what is going on around him -The Bear: a solitary individual who doesn’t play nice with others and will hibernate for six months of the year if allowe

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Service Desk Management

Lions, Tigers and Bears…Oh my!

By  Rebecca  Beach  

@gobbymidget  

uk.linkedin.com/in/rebeccalbeach  

rebecca.beach@itassetmanagement.net  

News,  Reviews  and  Resources  for  ITSM  Professionals    

News,  Reviews  and  Resources  for  ITSM  Professionals  

“We have too many Service Desk employees and not

enough IT issues”

…said nobody ever

The  ITSM  Review  

Lions…

News,  Reviews  and  Resources  for  ITSM  Professionals  

…and Tigers…

News,  Reviews  and  Resources  for  ITSM  Professionals  

…and Bears…

News,  Reviews  and  Resources  for  ITSM  Professionals  

Oh my!!!

News,  Reviews  and  Resources  for  ITSM  Professionals  

Finding the one…

News,  Reviews  and  Resources  for  ITSM  Professionals  

“I am convinced that nothing we do is more important than hiring and developing people. At the end of the day, you bet on people, not on strategies.”

…Lawrence Bossidy, former COO, GE

News,  Reviews  and  Resources  for  ITSM  Professionals  

Managing Individuals…

News,  Reviews  and  Resources  for  ITSM  Professionals  

Managing a collective…

News,  Reviews  and  Resources  for  ITSM  Professionals  

“The first rule of leadership:

everything is your fault”

…A Bug's Life

News,  Reviews  and  Resources  for  ITSM  Professionals  

Conclusion…

News,  Reviews  and  Resources  for  ITSM  Professionals  

Questions?…

Thank you for listening

@gobbymidget  

uk.linkedin.com/in/rebeccalbeach  

rebecca.beach@itassetmanagement.net  

News,  Reviews  and  Resources  for  ITSM  Professionals    

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