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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
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
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Conclusion…
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Questions?…
Thank you for listening
@gobbymidget
uk.linkedin.com/in/rebeccalbeach
News, Reviews and Resources for ITSM Professionals
