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Page 1: Service Desk Management - Lions, Tigers and Bears. On my! by Rebecca Beach

Service Desk Management

Lions, Tigers and Bears…Oh my!

By  Rebecca  Beach  

@gobbymidget  

uk.linkedin.com/in/rebeccalbeach  

[email protected]  

News,  Reviews  and  Resources  for  ITSM  Professionals    

Page 2: Service Desk Management - Lions, Tigers and Bears. On my! by Rebecca Beach

News,  Reviews  and  Resources  for  ITSM  Professionals  

“We have too many Service Desk employees and not

enough IT issues”

…said nobody ever

Page 3: Service Desk Management - Lions, Tigers and Bears. On my! by Rebecca Beach

The  ITSM  Review  

Lions…

Page 4: Service Desk Management - Lions, Tigers and Bears. On my! by Rebecca Beach

News,  Reviews  and  Resources  for  ITSM  Professionals  

…and Tigers…

Page 5: Service Desk Management - Lions, Tigers and Bears. On my! by Rebecca Beach

News,  Reviews  and  Resources  for  ITSM  Professionals  

…and Bears…

Page 6: Service Desk Management - Lions, Tigers and Bears. On my! by Rebecca Beach

News,  Reviews  and  Resources  for  ITSM  Professionals  

Oh my!!!

Page 7: Service Desk Management - Lions, Tigers and Bears. On my! by Rebecca Beach

News,  Reviews  and  Resources  for  ITSM  Professionals  

Finding the one…

Page 8: Service Desk Management - Lions, Tigers and Bears. On my! by Rebecca Beach

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

Page 9: Service Desk Management - Lions, Tigers and Bears. On my! by Rebecca Beach

News,  Reviews  and  Resources  for  ITSM  Professionals  

Managing Individuals…

Page 10: Service Desk Management - Lions, Tigers and Bears. On my! by Rebecca Beach

News,  Reviews  and  Resources  for  ITSM  Professionals  

Managing a collective…

Page 11: Service Desk Management - Lions, Tigers and Bears. On my! by Rebecca Beach

News,  Reviews  and  Resources  for  ITSM  Professionals  

“The first rule of leadership:

everything is your fault”

…A Bug's Life

Page 12: Service Desk Management - Lions, Tigers and Bears. On my! by Rebecca Beach

News,  Reviews  and  Resources  for  ITSM  Professionals  

Conclusion…

Page 13: Service Desk Management - Lions, Tigers and Bears. On my! by Rebecca Beach

News,  Reviews  and  Resources  for  ITSM  Professionals  

Questions?…

Page 14: Service Desk Management - Lions, Tigers and Bears. On my! by Rebecca Beach

Thank you for listening

@gobbymidget  

uk.linkedin.com/in/rebeccalbeach  

[email protected]  

News,  Reviews  and  Resources  for  ITSM  Professionals    


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