Banishing the Heroes from Your IT Kingdom Kirstie Magowan
Jul 19, 2015
Banishing the Heroes from Your IT Kingdom
Kirstie Magowan
Banishing the Heroes from your Kingdom
An ITSM Fairy Tale
The Fairy Tale Begins…
Who is in YOUR Mirror?
It’s nice to be appreciated!
Information Silos
A Dangerous Addiction
Heroism has its risks
Get a life!
Be a superhero to your family!
A Critical Business Risk
Knowledge is the key to the kingdom
Stop rewarding your heroes
A Hero in recovery
No time to document…
Lesson Learned
Batman needs his Robin!
Ensure there is a back-up
Replace the addiction!
A heroic bottleneck!
No options left
Reward appropriate behaviour
Softly, Softly catchee Monkey!
A, fortunately, rarer beast…
Data should tell the story
Are You a Hero?
Race to the Rescue?
Talk them through the issue?
Not Worry at All?
Superhero?
Just your average hero?
Or a REAL Hero?
Knowledge is Power
A widespread problem
Stop the firefighting
1.How important it is
2.How difficult it is
Don’t do KM by stealth
Flying under the radar will not work!
A tool is not the only answer
Don’t forget your people!
No gain without some pain
Communicate the reasons for the change to IT and to the business…there may some short term pain while existing knowledge is recorded
Metrics matter
Measure your progress and feed this back to the business and your IT team
Talk, talk and talk some more
Don’t neglect or underestimate the importance of the people side of the change
Make sure the importance of KM is understood
Evolving in the wrong direction
Your reputation is at stake
The mandatory Pie chart…
I had to do it….
Questions?
Contact
www.allthingsitsm.com
Twitter @KirstieMagowan
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