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/
37. • 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
47. • 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
60. 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
69. ‘Trust your own instincts.
Your mistakes might as well
be your own instead of
someone else’s’
Billy Wilder
70. “Negative results are just what I want. They’re
just as valuable to me as positive results. I can
never find the thing that does the job best until I
find the ones that don’t.”