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SupportWorld Live Schedule 2024

HDI's SupportWorld Live provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.

You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in MST.

Session 104: Beyond Output: Transforming a Mindset to Drive Business Outcomes

Rocky McGuire  (Head of North America - Service Desk, Unisys)

Location: Room 207

Date: Tuesday, April 30

Time: 10:15 am - 11:15 am

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass - Get your pass now!

Track : Leading World-Class Teams, Evolving the Customer and Employee Experience

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

Service desk leaders are constantly under pressure to do more with less, to support healthy hybrid working models while ensuring technology solutions are advancing the bottom line and driving business outcomes. Consequently, they often find themselves using the wrong "F" word, to the detriment of their people and organizations. As leaders, we must stop focusing on what we want "FROM" and start asking what we want "FOR". In this session, Rocky McGuire will present what making this shift has done for the team of Unisys. This mindset shift has been a catalyst for transformation that has made a lasting impact of the organization, employees, and customers. It has transformed how leaders view their teams, the technology they use, the partners they select, the way they manage conflict, how they approach organizational change management their desired business outcomes, and even their very roles as leaders. It can do the same for you -- attend this session to learn how!


Take aways:
• Outcome and Output are not created equal. Asking what we want "From" can lead to output often at the cost of engagement, burn out and lack of progress. Asking what we want 'for' questions leads to outcome for our customers, teams and technology.

• Leaders must understand what our organizations want "For" their customers and employees. Knowing the "For" of their organization enables leaders to identify the 'who' that makes the why a reality and only then can leaders start asking the right question to identify the 'what' as it relates to technology.

• Leaders who want to leave a meaningful impact must lead from "For" – 1:1s, coaching, career conversations, conflict management, everything in between – has to shift, leaving output focused "From" behind, and leading with outcome focused, "For".