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#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
#TFT12: Kirstie Magowan
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#TFT12: Kirstie Magowan

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Presentation for #TFT12 - Sensible Service Management: Mistakes are just learning opportunities. …

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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Transcript

  • 1. Learn from my mistakes then go out and make your own! Kirstie magowan
  • 2. Kirstie Magowan – Learn from my mistakes…then go out and make your own!
  • 3. If you havenever made amistake, thenyou have notbeen tryinghard enough!
  • 4. © NinaMalyna - Fotolia.com
  • 5. Remember why you do what you do -You only have a job because you havecustomers who need you!
  • 6. © marinini - Fotolia.com
  • 7. They are all just painful and humiliating learning experiences!© Dan Marsh - Fotolia.com
  • 8. • Concentrate on the outcomes• The tools are incidental © alphaspirit - Fotolia.com
  • 9. © .shock - Fotolia.com© michaeljung - Fotolia.com Umbrella © Pixel Embargo - Fotolia.com
  • 10. The New Adventures of Wonderwoman ©ABC 1976
  • 11. Star Trek – The Next Generation ©CBS 1990
  • 12. Just because you CAN does not mean you SHOULD!
  • 13. © Natis - Fotolia.com
  • 14. • Find out what the real requirements are• Don’t over-engineer your solution, just because you can!
  • 15. © rsooll - Fotolia.com
  • 16. • If it is not important – forget about it!
  • 17. That was My Mistake © Split Enz 1977
  • 18. © masterzphotofo - Fotolia.com
  • 19. • Not knowing what you know does not make someone stupid• Respect other people’s abilities © Andre- Fotolia.com
  • 20. © masterzphotofo - Fotolia.com
  • 21. • Too many negative connotations• Dehumanising• Let’s think of something new!
  • 22. © alexmillos - Fotolia.com
  • 23. © apops - Fotolia.com
  • 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. © Antonio Gravante - Fotolia.com
  • 26. © Karramba Production - Fotolia.com
  • 27. “Absorb what is useful, Discardwhat is not, Addwhat is uniquely your own” Bruce Lee, 1940-1973
  • 28. © archideaphoto - Fotolia.com © zhu difeng - Fotolia.com
  • 29. © Giuseppe Parisi - Fotolia.com
  • 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. © M.studio - Fotolia.com
  • 32. © olly - Fotolia.com
  • 33. • Only categorise what you mean to report on• Keep up with your housekeeping!• Constantly review and adjust• K.I.S.S
  • 34. © gigra - Fotolia.com
  • 35. © Andrey_Arkusha - Fotolia.com
  • 36. © goodluz - Fotolia.com
  • 37. © iQoncept - Fotolia.com
  • 38. © vege - Fotolia.com
  • 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. © Sergey Nivens - Fotolia.com
  • 41. © Yabresse - Fotolia.com
  • 42. © Blend Images - Fotolia.com
  • 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. Sometimes taking one step backward is the fastest way to go forward © jahmaica - Fotolia.com
  • 45. Learn to tell the difference betweenthose who are ready to change andthose who are not © auremar - Fotolia.com
  • 46. © pitris - Fotolia.com
  • 47. © lpstudio - Fotolia.com
  • 48. • Install toolset• Introduce best practice• Amalgamate teams © ispstock2 - Fotolia.com
  • 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. © Sergiy Serdyuk - Fotolia.com
  • 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. © Mopic - Fotolia.com
  • 53. ‘All great changes arepreceded by chaos’ Deepak Chopra © Yong Hian Lim - Fotolia.com
  • 54. © northernexposure - Fotolia.com
  • 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. © Varina Patel - Fotolia.com
  • 57. Doctor Who ©BBC
  • 58. ‘Trust your own instincts.Your mistakes might as wellbe your own instead ofsomeone else’s’ Billy Wilder
  • 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. © hohojirozame - Fotolia.com
  • 61. kirstie.magowan@gmail.comSkype – verso_kirstiemTwitter - @KirstieMagowanLinkedInAboutMe
  • 62. WITH THANKS TO OUR SPONSOR bmc FOOTPRINTS #TFT returns may 2013

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