#TFT12: Kirstie Magowan

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Presentation for #TFT12 - Sensible Service Management: Mistakes are just learning opportunities.
If you don't make mistakes then you probably aren't trying hard enough! Take the opportunity to learn from some common mistakes that I, and many others before and after me, have made...then you can go on to make your own new ones! In this presentation there are no silly questions...the only mistake you can make here is not asking them. Come and hear some basic common sense, which is often not as common as it should be.

See Kirstie's TFT speaker Pinterest board: http://pinterest.com/servicedesk/kirstie-magowan/

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#TFT12: Kirstie Magowan

  1. 1. Learn from my mistakes then go out and make your own! Kirstie magowan
  2. 2. Kirstie Magowan – Learn from my mistakes…then go out and make your own!
  3. 3. If you havenever made amistake, thenyou have notbeen tryinghard enough!
  4. 4. © NinaMalyna - Fotolia.com
  5. 5. Remember why you do what you do -You only have a job because you havecustomers who need you!
  6. 6. © marinini - Fotolia.com
  7. 7. They are all just painful and humiliating learning experiences!© Dan Marsh - Fotolia.com
  8. 8. • Concentrate on the outcomes• The tools are incidental © alphaspirit - Fotolia.com
  9. 9. © .shock - Fotolia.com© michaeljung - Fotolia.com Umbrella © Pixel Embargo - Fotolia.com
  10. 10. The New Adventures of Wonderwoman ©ABC 1976
  11. 11. Star Trek – The Next Generation ©CBS 1990
  12. 12. Just because you CAN does not mean you SHOULD!
  13. 13. © Natis - Fotolia.com
  14. 14. • Find out what the real requirements are• Don’t over-engineer your solution, just because you can!
  15. 15. © rsooll - Fotolia.com
  16. 16. • If it is not important – forget about it!
  17. 17. That was My Mistake © Split Enz 1977
  18. 18. © masterzphotofo - Fotolia.com
  19. 19. • Not knowing what you know does not make someone stupid• Respect other people’s abilities © Andre- Fotolia.com
  20. 20. © masterzphotofo - Fotolia.com
  21. 21. • Too many negative connotations• Dehumanising• Let’s think of something new!
  22. 22. © alexmillos - Fotolia.com
  23. 23. © apops - Fotolia.com
  24. 24. • Remember what you are there for• Do your own job• Put your customers ahead of the technology• Soft skills are just as important as technical
  25. 25. © Antonio Gravante - Fotolia.com
  26. 26. © Karramba Production - Fotolia.com
  27. 27. “Absorb what is useful, Discardwhat is not, Addwhat is uniquely your own” Bruce Lee, 1940-1973
  28. 28. © archideaphoto - Fotolia.com © zhu difeng - Fotolia.com
  29. 29. © Giuseppe Parisi - Fotolia.com
  30. 30. • Roles are not the same as employees• ITSM, whatever guidance is used, is scalable• No matter how small the business, you are never to small for best practice
  31. 31. © M.studio - Fotolia.com
  32. 32. © olly - Fotolia.com
  33. 33. • Only categorise what you mean to report on• Keep up with your housekeeping!• Constantly review and adjust• K.I.S.S
  34. 34. © gigra - Fotolia.com
  35. 35. © Andrey_Arkusha - Fotolia.com
  36. 36. © goodluz - Fotolia.com
  37. 37. © iQoncept - Fotolia.com
  38. 38. © vege - Fotolia.com
  39. 39. • Understand the business drivers• You don’t need to articulate absolutely everything• Rely on your team to have some initiative and common sense• Create a RACI matrix before you start• Know who is responsible
  40. 40. © Sergey Nivens - Fotolia.com
  41. 41. © Yabresse - Fotolia.com
  42. 42. © Blend Images - Fotolia.com
  43. 43. When things have gone wrong with anyrelationship you need to find a way to rebuildshattered trust. Without trust there will neverbe true cooperation. © Minerva Studio - Fotolia.com
  44. 44. Sometimes taking one step backward is the fastest way to go forward © jahmaica - Fotolia.com
  45. 45. Learn to tell the difference betweenthose who are ready to change andthose who are not © auremar - Fotolia.com
  46. 46. © pitris - Fotolia.com
  47. 47. © lpstudio - Fotolia.com
  48. 48. • Install toolset• Introduce best practice• Amalgamate teams © ispstock2 - Fotolia.com
  49. 49. • Make sure you are all on the same page• Speak to ALL the key players early• Research the business• Build relationships before you get there © NinaMalyna - Fotolia.com
  50. 50. © Sergiy Serdyuk - Fotolia.com
  51. 51. Best practices were badly needed…but• The organisation was immature• There was an entrenched silo mentality• Management threw the solution over the fence and then wanted nothing more to do with it
  52. 52. © Mopic - Fotolia.com
  53. 53. ‘All great changes arepreceded by chaos’ Deepak Chopra © Yong Hian Lim - Fotolia.com
  54. 54. © northernexposure - Fotolia.com
  55. 55. You will never be the best that you can be if you don’t push the boundaries, take chances and be prepared to be wrong.© Yuri Arcurs - Fotolia.com
  56. 56. © Varina Patel - Fotolia.com
  57. 57. Doctor Who ©BBC
  58. 58. ‘Trust your own instincts.Your mistakes might as wellbe your own instead ofsomeone else’s’ Billy Wilder
  59. 59. “Negative results are just what I want. They’rejust as valuable to me as positive results. I cannever find the thing that does the job best until Ifind the ones that don’t.”
  60. 60. © hohojirozame - Fotolia.com
  61. 61. kirstie.magowan@gmail.comSkype – verso_kirstiemTwitter - @KirstieMagowanLinkedInAboutMe
  62. 62. WITH THANKS TO OUR SPONSOR bmc FOOTPRINTS #TFT returns may 2013

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