Just came across this video which shows brilliantly how to create interactive reports and drill down reports in Kingston. Can’t wait to give these a go
Thankyou for visiting and I have a small favour to ask
Hi,
Firstly thankyou for visiting my blog. I set this up to try and show who I am and how I work rather than depending just upon a CV. However, I also wanted to share ideas so the community can grow by putting out my ideas then people can either use them or tweak them to possiblilty fit their situation better.
Now you are here, I have a small favour to ask. In August 2018 I am moving back to Singapore after living in the UK for 5 years with my wife. Therefore I will be looking for a job, ideal roles are something like:
Service Desk Manager
Service Improvement
Service Management
Or a role which tries to do with ITIL always sets out and that is to make IT work better with the business.
Using my videos you can get a flavour of how I try and manage teams and trending using my ServiceDesk Evolution webinar. Once I see trends I can then see how we could take them through problem management using Tribes. Finally, I also like to try and improve Servicenow and have put together some ‘Servicenow how to’ videos to show how things work so you might want to have a go or start firing ideas on how you could change your instance for the better.
Therefore if you are in Singapore or know anyone in Singapore looking out for someone to join their team then please feel free to pass on my details.
My personal situation is my wife is a Singapore citizen and I am awaiting a Singapore PR application but if this does not come through in time then I will be apply for a LTVP where I understand this would give me a 5 year visa for an empoyeer only needing to write a letter of consent for me to start working. My wife already has a job so we are commited to moving to back.
Thankyou
Andrew
How to create buttons in Servicenow
This video shows you how you can create buttons in Servicenow and link the functionality through various forms.
Tribes
After watching How spotify works I thought the idea of tribes could be used for problem management aswell. When I have seen problem managment used, it always seems quite siloed so I wanted to turn that into a collabrative environment to try and solve the problem as a tribe.
I would really like to know what you think after watching, so please drop any comments or feedback.
Using a context based search to search your KB as you log an incident / request in Servicenow
If you have ever wanted to dynamically search your knowledge base when logging an incident / request in Servicenow…this is how
Top rope management
At the upcoming itSMF conference, I will be presenting on how I work with Service Desks to try and change the perception of what a Service Desk is and can do. This is done with a combination of skilling up people and empowerment, but the underlying message is management and leadership for my talk.
We have all worked for them at some point in our careers, the managers who you always ask ‘What do they actually do?’ You see them go to countless meeting and all smiles but what is their output? What or how does their team benefit? When the team asks them a question or needs advice, it is quickly deflected with ‘You need to work this out, it isn’t my job’. In John Maxwell ‘5 levels of leadership’ talk, he would describe them as a Level 1 manager. The leader the team only follows because they have the title.
When I was younger, I used to watch wrestling, every Saturday afternoon watching wrestlers go at each other. One move that got everyone on their feet and the commentator’s voice would go up an octave, was when the opponent was on the floor and the wrestler climbed to the top rope and then jumped. If they landed right on the opponent, they would hook the leg, a 10 count and the match was over. If the opponent rolled away, the wrestler would land on the floor and probably lose the match. However, why was this so exciting? It showed total commitment and bravery, as there was no safety net for the wrestler.
I would describe my management style as ‘Top rope management’; though my opponent isn’t my staff members, but instead boredom and lack of motivation. I have to beat these two opponents or my staff will leave. I don’t want to be a level 1 manager but show bravery and commitment to do things out of the norm for my team and not accept ‘…but we have always done it this way’ if it doesn’t make sense or could be done better.
I want my team to follow me because they want to, they see me getting results and put them in the right positions to show off their talents. We have all seen various stats and articles all saying the same thing: People leave because of their manager and not always due to the money as proven in Dan Pink’s Ted Talk ‘The Puzzle of motivation’.
In the talk, the premise is that if you give autonomy, mastery and purpose to people then they will be more motivated than just giving them more money. My presentation is all about a strategy which was alternative to the convention of what a Service Desk should or could do and how I have tried to give autonomy, mastery and purpose to my teams. The presentation shows how I have :
- Skilled up my teams so there are no favourites people always want to always speak to when they have a problem
- Enhances the relationships between the Service Desk, other IT teams and the business.
- Empowered them to come up with ideas improve themselves and their work situation
- Highlighted and promoted talent within the team to other teams
- Trend analysis designed to show workloads and trends to try and either:
A final quote sums how I try to adopt an attitude to challenge convention with unconventional ways of working :
“It is more fun to be a pirate than join the navy’
Steve Jobs
If you are attending the event then hopefully you can attend my session ‘Rethink the Service Desk role to change its image forever’ these are the three takeaways :
- Understand how the service desk can value add to the business and IT
- Rethink the service desk role and the career path it offers
- Identify and show off talent in the Service Desk team in a structured way
