This document contains the presentation slides from a talk given by Phil Gerbyshak at the #b20Con ITSM DEVOPS CONFERENCE. The presentation covers various topics for IT managers including developing job descriptions and interview questions, implementing a performance review process, establishing a progressive discipline policy, measuring key metrics like customer satisfaction and employee productivity, and marketing the success of the IT service desk internally.

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ITSM DEVOPS CONFERENCE
IT Manager’s Crash Course
Phil Gerbyshak
Networking Superhero, Make it Great Institute

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What are you hiring for?
4

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MAKE A LIST
• Skills you need
• 1
• 2
• 3
• Behaviors you expect
• 1
• 2
• 3

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DEVELOP QUESTIONS (and ANSWERS)
Uncover these skills and behaviors

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METRICS TRIANGLE

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CUSTOMER SATISFACTION

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EMPLOYEE PRODUCTIVITY

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EMPLOYEE SATISFACTION

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PULL ON ANY SIDE, IT’S NO LONGER A TRIANGLE

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Schedule regular (and irregular) feedback.

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Weekly one-on-ones.

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FIVE PENNIES OF FEEDBACK

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Spell it OUT!
PROGRESSIVE DISCIPLINE WORKS BEST

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ONE, TWO, THREE STRIKES YOU’RE OUT!

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TERMINATOR!

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TERMINATOR!

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MARKETING YOUR SERVICE DESK

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CULTURE MATTERS

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Listen First

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Market to Your Team First

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Invest in Training and Development

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Market to IT Second

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FISH! Philosophy

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Market to Everyone
Else Last

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Ice Cream Can Help You
Win Friends and Influence
People

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Your Calls to Action

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Write out your job description
and the questions and answers to the questions

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Schedule Your Weeklies
and your five pennies of feedback.

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Spell out your discipline policy
and share it with your team

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Measure your success
metrics triangle

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Market your success
To your team, to your department, to your entire company

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Connect with Phil
• phil@philgerbyshak.com
• 414-640-7445
• PhilGerb on YOUR favorite social
network

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ITSM DEVOPS CONFERENCE
Thanks for coming!
Let us know what you thought!