No One of Us is as Strong as All of Us

No One of Us is as Strong as All of Us: Services, catalogs and portfolios

DANIEL McLEAN
https://www.jstor.org/stable/j.ctt5hh49p
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  • Book Info
    No One of Us is as Strong as All of Us
    Book Description:

    This innovative fictionalized narrative builds on real-life experiences of people just like you and the daily ITSM challenges you encounter. See how they: Dealt with situations where being right didn’t mean success, Survived management pressure as others were fired around them, Built credibility in the face of doubt and mistrust from their peers, Separated good advice from bad. The narrative style of the book will help readers understand resistance to change and the lack of empathy that exists between IT and the business it supports. It illustrates through dialog the discovery of the value of ITIL processes and is an ideal book for newly trained ITIL practitioners, making for a great team discussion tool.

    eISBN: 978-1-84928-412-7
    Subjects: Technology

Table of Contents

  1. Front Matter
    (pp. 1-4)
  2. PREFACE
    (pp. 5-5)
  3. ABOUT THE AUTHOR
    (pp. 6-6)
  4. ACKNOWLEDGEMENTS
    (pp. 7-7)
  5. Table of Contents
    (pp. 8-8)
  6. INTRODUCTION
    (pp. 9-9)

    More ITSM initiatives are derailed by the word “service” than any other term you will find. Best practices often talk about service as something that adds value to the business by helping them achieve their goals. In other words, only the business can define what an IT service is. But in most companies, only IT is involved in defining services.

    IT tends to look at services from the inside-out, providing offerings to the business in IT terms consistent with the way IT is organized. It maximizes the efficiency of IT and minimizes disruptions in IT.

    The business needs services offered...

  7. CHAPTER 1: DON’T FALL UNDER THE BUS
    (pp. 10-25)

    Ramesh, my boss, seemed strangely nervous as we walked into Lee’s office. And that had me worried.

    This was the first time I had seen Ramesh anything less than confident in front of other leaders … at any level.

    Lee was a fresh transfer from the field to corporate. That seemed like a bizarre career change, going from sales to IT at a senior management level. You would have thought he’d have figured out what he really wanted to do a long time ago. I didn’t know what Lee’s real title was yet, only that he was probably close to...

  8. CHAPTER 2: STRANGE BEDFELLOWS
    (pp. 26-34)

    I sat opposite Lee, as he paged through a file folder on his desk. He lingered on some of the pages, often with an accompanying “Hmm,” or a disapproving shake of his head. Each time I started to say something, he held up an index finger and wagged it at me to be quiet.

    He had insisted I come back and meet with him right now, but he was completely ignoring me. I wondered if this were some kind of test. But if it were, what was he looking for? Did he want to see if I would wait patiently...

  9. CHAPTER 3: DON’T CONFUSE ME WITH FACTS
    (pp. 35-45)

    Sunrise and Rubber Boots were the two projects being reviewed by the Project Portfolio Board today. Rubber Boots was first, with Crayton presenting Sunrise second. Project reviews were held in what was officially labeled as the “Board Room.” Although, every once in a while, someone would slap a label over the sign outside the door, rewriting it as the “Bored Room.”

    It was about five minutes before the meeting start. Sean sat next to me. He’d been with the company in IT for his entire career, and had given me a lot of help during my work on implementing the...

  10. CHAPTER 4: BLIND ME WITH SCIENCE
    (pp. 46-55)

    “Not quite yet, if you please, Crayton. First, we need to verify the current prioritization for Rubber Boots is correct,” said Sabrina, as she shuffled her materials. “At the moment it is listed as project number 25. Anyone think it is less critical than the project “Open Boat,” currently at number 26”?

    A muddle chorus of “No” came from the attendees.

    “Is it more important than project 24”?

    Heads nodded. “Sure, let’s move it up,” said Sean. “I’d move it up over the next three projects for sure.”

    “Sorry, we can’t,” said Sabrina, as she looked through her papers. “The...

  11. CHAPTER 5: THE JOY OF CONFLICTS
    (pp. 56-65)

    It was early in the morning as I headed to Ramesh’s office for my weekly one-on-one with him. I hated these meetings. They were an opportunity for him to harangue and berate me, the depth of which depended on his mood. He was my manager and I couldn’t think of a single positive thing he’d ever said to me in one of these meetings. To make matters worse, it was early in the morning, I hadn’t had any coffee and I was late.

    I’d sent him an e-mail last night with a summary of everything that had gone on during...

  12. CHAPTER 6: MASTERS OF THE UNIVERSE
    (pp. 66-76)

    Lee pulled me aside just before we reached the user’s office. All the way over he had gone on and on about whom this user was, what their organization did, and all sorts of other meaningless dribble. Who cared? We were IT. We had servers, and storage, and laptops, and other IT things. You tell us what you want, and we deliver. We made it as simple as possible for the users. Sitting around listening to customers complain was what salespeople got paid for. But not wanting to end up like Ramesh, I did a lot of nodding and agreeing,...

  13. CHAPTER 7: HOW HARD CAN IT BE?
    (pp. 77-87)

    As soon as Lee and I turned the hall corner, I said, “Are you sure that was a good idea? I don’t know any more about the details behind provisioning new employees than you do. My hands are full with the Rubber Boots project. I won’t have time for it.”

    Lee didn’t even look at me. “You’ll have plenty of time for this. I haven’t told you yet, but at his request, I’ve given the Rubber Boots project to Crayton. He’s much better suited to bringing that project in successfully. I don’t know why they didn’t give him the whole...

  14. CHAPTER 8: CHOW FUN
    (pp. 88-101)

    All the way to the restaurant, Ian kept up a steady patter, alternating between complaints and curses about the situation, broken only by fist shaking and yelling at other drivers. It was a good thing I was driving, and we were getting away from the office, because by the time we reached the restaurant, Ian was ready to explode.

    “Why is this my flipping problem? I’m not accountable for building somebody’s PC, or installing their phone. I just keep track of the stuff we buy. Just because the company is too cheap to put someone in charge of this, why...

  15. CHAPTER 9: HELP I NEED SOMETHING
    (pp. 102-116)

    As soon as Manuel opened the door, the chatter of the cube farm hit like heavy surf. It was mind numbing. I didn’t see how the analysts could ignore it. Snippets from a river of conversations on a dozen different subjects, all overlapped in a cacophony of confusion.

    We turned the corner to Kourosh’s cube just as he was finishing a call. Somehow, he must have sensed our approach, because as soon as he disconnected the call, he unclipped his headset, spun around in his chair, and stood up with his hand outstretched towards me.

    He looked Persian, and I...

  16. CHAPTER 10: DON’T PEEK BEHIND THE CURTAIN
    (pp. 117-127)

    “What do you want”? snapped Sue, without even looking up from her terminal. Her fingers never paused for a moment, as they jumped across the keyboard. Sue was manager of IT’s desktop support team, and, judging by the cluster of people waiting outside her office, she was in high demand.

    She followed up with, “You’re blocking the door for people who need to see me. So move along and try to be productive, like maybe earning your pay, by doing whatever it is that you do.”

    I’d been unsuccessful setting up this meeting with her. She’d declined every invitation, and...

  17. CHAPTER 11: KNOW WHAT YOU DON’T KNOW
    (pp. 128-142)

    It had been late afternoon when I left Sue’s office, a couple of hours short of my normal quitting time. Rather than drive back to the office, I headed home. After all the extra hours I’d put in for this company, they owed me more time off.

    They always kept harping about “work-life balance.” Although, in practice, that too often seemed to mean after doing all this extra work, it’s up to you to figure out how to balance all your other life obligations. But today, I was going to take them at their word. No one would know, and...

  18. CHAPTER 12: A FOOL WITH A TOOL IS STILL A FOOL
    (pp. 143-158)

    After keeping me waiting for 20 minutes, Lee’s admin opened the door to his office, and Lee wordlessly gestured me on in.

    It had been a beautiful day outside, and now the sun was going down. The light flowing in was a blend of orange and gold, that lit up every object it touched, making them glow as if from within. Lee’s office was arranged so that in the afternoon, when the light came directly in through the huge windows, it came in over his shoulders. This did two things. If you were meeting with Lee, the glare from the...

  19. CHAPTER 13: BOILING THE OCEAN, A SPOONFUL AT A TIME
    (pp. 159-167)

    I was robbed of credit for all the good work I did, and then set up to fail on an impossible task that I had nothing to do with.

    There was no way I could put a workable proposal together by the morning, and, even then, get that committee to sign off on it. They had a reputation for saying no to just about everything.

    It didn’t seem to have much to do with the merits of the proposals, and probably had more to do with being their way of keeping the workload in IT manageable.

    As I headed back...

  20. CHAPTER 14: CHANGE IS HARD
    (pp. 168-176)

    Sean met me outside my cube, and we walked together to the room where the PSIRB was meeting. It was over in the executive part of the building, a place I’d never been to before. I’d tried to call Crayton, but he was not responding.

    “You’ve got a really tough audience in there,” said Sean. “They won’t give you a second chance if you slip up anywhere.”

    I stopped and grabbed him by the arm. “What do you mean me? My recollection is that we both worked on this into the late hours last night, or was I hallucinating from...

  21. CHAPTER 15: NO GOOD DEED GOES UNPUNISHED
    (pp. 177-185)

    I had just started putting some of my personal effects into a box, when I got the call from Lee’s admin, to meet him in his office immediately.

    All the way there I kept vacillating between thinking I should beg to keep my job, and thinking it would do me more good just to tell him off, because he was going to fire me no matter what.

    The door to Lee’s office was open when I got there. He was on the phone as usual, but waved me in as he hung up.

    “Please close the door behind you,” he...

  22. ITG RESOURCES
    (pp. 186-189)