Monthly Archives: August 2012

Hire on attitude over technical aptitude

As I mentioned, in my last post we wanted to transform our IT team into a high performing, customer focused team that delivered world-class IT services. The best place to start this Service Improvement program was with the team that … Continue reading

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LEADit 2012

I’m excited to be presenting “From a Toyota to a BMW – How Lonely Planet transformed their Service Desk” at this years itSMF LEADit conference on the Gold Coast later this month. Here is a link to the conference details … Continue reading

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Lonely Planet’s Service Desk Transformation – Where did it all begin?

Recently I’ve presented at a few conferences and seminars about how Lonely Planet transformed their Service Desk from a Toyota to a BMW, on a shoestring budget. Over the next few weeks I’ll be sharing just how we did it … Continue reading

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