1. www.servicedeskinstitute.com Habits of a Successful Service Desk Manager David Wright – April 2014 Surprise | Delight | Inspire

2. www.servicedeskinstitute.com Surprise | Delight | Inspire Introduction David Wright, Service Desk Institute Director of Professional Services Inspire and Deliver @dai_wright

3. www.servicedeskinstitute.com Surprise | Delight | Inspire Before we start This is not new…… Confirm, Acknowledge, Maintain, Reassert, Convey, Demonstrate, Certify… Spur, Inspire, Fortify, Restore, Galvanize, Rally, Revisit, Vouch… Stimulate, Replenish, Enliven, Revitalise, Animate, Invigorate, Quicken… Reaffirm, Advocate, Convey, Exhilarate, Re-establish…

4. www.servicedeskinstitute.com Surprise | Delight | Inspire Leadership defined What is Leadership? “Leadership is hard because people and machines are flawed ” ”One of the greatest things in my career is knowing that I have helped to positively change people's thoughts." ”You are an example to people, whether you want to be or not. You set an example for future generations to follow. " “ Delegate to the lowest level possible. Create a sense of ownership, and great things can happen.”

5. www.servicedeskinstitute.com Surprise | Delight | Inspire Leadership defined What is Leadership? “Leadership is the the art of influencing human behavior to accomplish a mission in a manner desired by the leader.” @Cmdr_Hadfield #Outcomes #Hadfield #Pink14 1.7M followers

6. www.servicedeskinstitute.com Surprise | Delight | Inspire Leadership defined 1948 : “The art of influencing human behaviour through the ability to directly influence people and direct them toward a specific goal” 1958 : “The art of influencing and directing men in such a way as to obtain their willing obedience, confidence, respect, and loyal cooperation in order to accomplish the mission.” 1973 : ”The process of influencing men in such a manner as to accomplish the mission.” 1986 : “The process by which an individual determines direction and influences others to accomplish the mission of the organisation." 1990 : “The process of influencing others to accomplish the mission by providing purpose, direction, and motivation.” 1992: “The process of influencing others to perform a task through providing purpose, direction and motivation.” 1993 : “The process of influencing others to accomplish the mission by providing purpose, direction, and motivation.” 2030 : “The artistry of influencing the behaviours of all forms of consciousness, to accomplish an assignment in a manner desired by the leader, where the task does not contravene the purpose of the conscious form.

7. www.servicedeskinstitute.com Surprise | Delight | Inspire Manager to Leader…. The manager relies on control; the leader inspires trust.. A manager focuses on systems and structure; the leader focuses on people A manager maintains; the leader develops The manager has a short-range view; the leader has a long-range perspective.. The manager asks how and when; the leader asks what and why.. The manager has his or her eye on the bottom line; the leader’s eye is on the horizon.. The manager accepts the status quo; the leader challenges it. The manager imitates; the leader originates. The manager does things right; the leader does the right thing. Leadership defined

8. www.servicedeskinstitute.com Surprise | Delight | Inspire Fulfilment of human needs Maslow’s Hierarchy of Needs…. Psychological health predicated on fulfilling innate human needs in priority, culminating in self-actualization Abraham Harold #Maslow (1908 – 1970) Psychologist Theory expressed in 1954 book Motivation and Personality

9. www.servicedeskinstitute.com Surprise | Delight | Inspire The needs of the led Service Desk hierarchy of Needs….

10. www.servicedeskinstitute.com Surprise | Delight | Inspire Leadership now What makes a great leader in the 21 st Century… Traditional is dead…. Where are you looking to anticipate change ? What is the diversity measure of your network ?. Are you courageous enough to abandon the past ?

11. www.servicedeskinstitute.com Surprise | Delight | Inspire Your personal value set Defining you….. Your Values, business and personal, compliment and support. Compliment strategy, prime drivers, vision, values, propositions, mission, strap line or dreams. What is your personal value set?

12. www.servicedeskinstitute.com Surprise | Delight | Inspire The Service Desk Leader Share the experience, its all about the human stuff…... Define yourself and create…. Create emotional connections between people, process and technology…... Communicate, Collaborate, Connect…... Encourage the right behaviours..…. Be passionate and believe…... Explore without limits, embrace the impossible, practice curiosity, focus on why…... D o and dream at the same time…... Create diverse teams and networks…... Build collaborative, engaged environments and cultures…... Build trust, advocacy and motivation…...

13. www.servicedeskinstitute.com Surprise | Delight | Inspire Summary Impossible is just someone else's opinion…. The person who says it cannot be done, should not interrupt the person who is doing it. #breakdownbarriers #daretobedifferent

14. www.servicedeskinstitute.com Surprise | Delight | Inspire Thank You! 21 High Street Green Street Green Orpington Kent BR6 6BG 01689 889100 hello@sdi-e.com @sdi_institute Q&A