My recent LinkedIn connections might know me solely as a SQL data specialist. There are however, many former colleagues on that social media platform from earlier in my career, who will be aware of the years of graft that I put in as an IT support, IT service and IT management functionary. I also have a few connections from my time spent drowning in academic papers at the Institute of Work Psychology, University of Sheffield.
Quite a number of these contacts may be unaware that over the last five years I’ve spent a portion of my spare time writing, blogging and tweeting about the ways in which IT service work is organised and how it might be improved. In this I bring together my commercial experience and my work psychology education, as well as a good dollop of creative and maverick nature. I’m mainly critical of the status quo, and try to concentrate on looking ahead to benefits that may accrue from new models of work.
This writing activity began in 2009. The early pieces are remarkably similar to the stuff I am churning out now, although they were a little unformed and perhaps heavy on the work psychology. However, quite early on I hit a nerve (evidenced by the popularity of the post) when I suggested that we were witnessing the slow death of ITIL. Since then I’ve been arguing that the entire concept of ITSM is problematic in relation to good human service.