OK, so they won another world series and they paid the most money of any sports franchise to assemble their team. But they shell out that kind of dough every year. So what is different about this team, and the successful Yankee teams of the late 90s,  than the other Yankee teams that have failed? 

The difference isn’t money. The difference is the people. The one thing the successful Yankee teams have in common is that the winning teams are made up of players who are selfless and really work together as a team. When one player is off his game, another player picks it up, regardless of his position or salary.  Each player plays for the team, not for his personal gain.

Your service desk organization will have similar success if you build it around versatile players who don’t purely think about their silo, or their personal goals. They work together as a team.  When one help desk technician is off his game, another picks it up. The years of knowledge in the head of your network specialist helps the desktop support folks.  Your manager of service delivery goes out of their way to share best practices with your system administrator.  How can you harness all the experience you have among your team to build a world-class organization?  And how do you make sure there are not players on the team that ruin the chemistry?

It took the Yankees 9 years to get back to a World Series win.  And it wasn’t until guys like A-Rod became selfless players who were willing to contribute their talent at any level for the good of the team.  Don’t take 9 years to learn that lesson.