The 8 Key Traits
Of An ITSM
Superhero!
David Ratcliffe
President
Pink Elephant
http://blogs.pinkelephant.com/president
Pink Elephant – Knowledge Translated Into Results
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Agenda
1.  Why I Am Here
2.  My Assumptions About You!
3.  What Is A Superhero?
4.  What Is An ITSM Superhero?
5.  The 8 Key Traits
6.  Your Next Steps
The 8 Key Traits Of An ITSM Superhero!
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Why Are We Here?
“Success” for us
is about what we can
inspire YOU to achieve.
New knowledge is not enough,
We need you to change behaviors
so you can generate better results.
The 8 Key Traits Of An ITSM Superhero!
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My Assumptions About You!
§  You work in ITSM and have a few years of experience.
§  You find it challenging to get new things done because
projects tend to drag on and on.
§  You’re responsible for key IT assets (hardware,
software, people, services).
§  You go to work each day with the intention of doing a
good job.
§  You want the business you work in to be successful.
§  You’d like some advice from me on how where to focus.
The 8 Key Traits Of An ITSM Superhero!
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What Is A Superhero?
“A hero, or saviour,
possessing extraordinary talents,
supernatural phenomena,
or superhuman powers
and dedicated to protecting the public.”
- Wikipedia
The 8 Key Traits Of An ITSM Superhero!
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What Is An ITSM Superhero?
“A hero, or saviour,
possessing extraordinary talents,
supernatural phenomena,
or superhuman powers
and dedicated to protecting the public.”
The 8 Key Traits Of An ITSM Superhero!
© Pink Elephant, 2014. All Rights Reserved.
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Some Superhero Traits!
§ 
§ 
§ 
§ 
§ 
§ 
§ 
A colourful history
A secret identity
An eye catching outfit
A secret hideout
An arch nemesis
A rogues gallery of villains
Independently wealthy
The 8 Key Traits Of An ITSM Superhero!
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My 8 Superhero Traits!
1. 
2. 
3. 
4. 
5. 
6. 
7. 
8. 
Self Belief
Special Knowledge
Special Skills
Specialized Equipment
A Moral Code
Motivated By A Sense Of Responsibility
Takes Calculated Risks
Takes Action!
The 8 Key Traits Of An ITSM Superhero!
© Pink Elephant, 2014. All Rights Reserved.
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#1: Self-Belief
“A hero can be anyone.”
Batman
The 8 Key Traits Of An ITSM Superhero!
© Pink Elephant, 2014. All Rights Reserved.
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My 8 Superhero Traits!
1. 
2. 
3. 
4. 
5. 
6. 
7. 
8. 
Self Belief
Special Knowledge
Special Skills
Specialized Equipment
A Moral Code
Motivated By A Sense Of Responsibility
Takes Calculated Risks
Takes Action!
The 8 Key Traits Of An ITSM Superhero!
© Pink Elephant, 2014. All Rights Reserved.
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#2: Special Knowledge
“I stayed inside and studied like a good little nerd.
And fifteen years later,
I’m one of the greatest minds of the 21st century.”
Mr Fantastic
The 8 Key Traits Of An ITSM Superhero!
© Pink Elephant, 2014. All Rights Reserved.
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My 8 Superhero Traits!
1. 
2. 
3. 
4. 
5. 
6. 
7. 
8. 
Self Belief
Special Knowledge
Special Skills
Specialized Equipment
A Moral Code
Motivated By A Sense Of Responsibility
Takes Calculated Risks
Takes Action!
The 8 Key Traits Of An ITSM Superhero!
© Pink Elephant, 2014. All Rights Reserved.
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#3: Special Skills
“You owe the world your gifts,
you just have to figure out how to use them.”
Spider-Man
The 8 Key Traits Of An ITSM Superhero!
© Pink Elephant, 2014. All Rights Reserved.
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My 8 Superhero Traits!
1. 
2. 
3. 
4. 
5. 
6. 
7. 
8. 
Self Belief
Special Knowledge
Special Skills
Specialized Equipment
A Moral Code
Motivated By A Sense Of Responsibility
Takes Calculated Risks
Takes Action!
The 8 Key Traits Of An ITSM Superhero!
© Pink Elephant, 2014. All Rights Reserved.
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#4: Emotionally Intelligent
“People are afraid of what they don’t understand.”
Superman
The 8 Key Traits Of An ITSM Superhero!
© Pink Elephant, 2014. All Rights Reserved.
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My 8 Superhero Traits!
1. 
2. 
3. 
4. 
5. 
6. 
7. 
8. 
Self Belief
Special Knowledge
Special Skills
Specialized Equipment
A Moral Code
Motivated By A Sense Of Responsibility
Takes Calculated Risks
Takes Action!
The 8 Key Traits Of An ITSM Superhero!
© Pink Elephant, 2014. All Rights Reserved.
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#5: A Moral Code
“It’s the choice that make us who we are, and we can always
chose to do what’s right.”
Spider-Man
The 8 Key Traits Of An ITSM Superhero!
© Pink Elephant, 2014. All Rights Reserved.
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My 8 Superhero Traits!
1. 
2. 
3. 
4. 
5. 
6. 
7. 
8. 
Self Belief
Special Knowledge
Special Skills
Specialized Equipment
A Moral Code
Motivated By A Sense Of Responsibility
Takes Calculated Risks
Takes Action!
The 8 Key Traits Of An ITSM Superhero!
© Pink Elephant, 2014. All Rights Reserved.
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#6: Motivated By Sense Of Responsibility
“With great power comes
great responsibility.”
Spider-Man
The 8 Key Traits Of An ITSM Superhero!
© Pink Elephant, 2014. All Rights Reserved.
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My 8 Superhero Traits!
1. 
2. 
3. 
4. 
5. 
6. 
7. 
8. 
Self Belief
Special Knowledge
Special Skills
Specialized Equipment
A Moral Code
Motivated By A Sense Of Responsibility
Takes Calculated Risks
Takes Action!
The 8 Key Traits Of An ITSM Superhero!
© Pink Elephant, 2014. All Rights Reserved.
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#7: Takes Calculated Risks
“You have to seize an opportunity
when it presents itself.”
Green Lantern
The 8 Key Traits Of An ITSM Superhero!
© Pink Elephant, 2014. All Rights Reserved.
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My 8 Superhero Traits!
1. 
2. 
3. 
4. 
5. 
6. 
7. 
8. 
Self Belief
Special Knowledge
Special Skills
Specialized Equipment
A Moral Code
Motivated By A Sense Of Responsibility
Takes Calculated Risks
Takes Action!
The 8 Key Traits Of An ITSM Superhero!
© Pink Elephant, 2014. All Rights Reserved.
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#8: Take Action!
“It’s an imperfect world,
but it’s the only one we’ve got.”
Iron-Man
The 8 Key Traits Of An ITSM Superhero!
© Pink Elephant, 2014. All Rights Reserved.
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What Do I Do Tomorrow?
1. 
2. 
3. 
4. 
Recognize that these traits exist in all of us.
Identify your strong traits, and exploit them.
Identify your weak traits, and improve them.
Talk to your co-workers about being ITSM
Superheroes!
5.  Do something different
6.  Socialize success!
The 8 Key Traits Of An ITSM Superhero!
© Pink Elephant, 2014. All Rights Reserved.
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Questions?
david.ratcliffe@pinkelephant.com
www.pinkelephant.com
www.twitter.com/pinkerdavid
http://blogs.pinkelephant.com/president
The 8 Key Traits Of An ITSM Superhero!
© Pink Elephant, 2014. All Rights Reserved.
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