Category Archives: Service Desk Transformation

Why you should promote your Service Desk staff

Your Service Desk is a flowerbed of talent – look after the seeds, help them grow and they will flourish. That’s why you should always look to fill vacancies in your other IT teams from the Service Desk before looking … Continue reading

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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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