talking and listening to people
As I wrote last week, I am looking forward to delivering more simulations over the next weeks and months, I always enjoy the buzz of working with people rather than sitting in a lonely room hitting keys and listening to the dog snore.
I went through my technologically savvy period some years ago (back in the horse-drawn computer age). For years now I’ve felt that the biggest scope for improvement in service management is through the people part of the famous trilogy of people, process and technology.
It’s important though to be sure that we don't forget it is a trilogy – in a recent presentation I used a picture of a milking stool to make the point: three legs, if you have problems in any one of them you will fall on the floor, spill the milk and fail to do your job.
So the emphasis on people is not because we don't need the technology – it’s because there have always been plenty of people selling the technology hard in our business. And it sometimes seems to me that there are people even keener and more excited to buy it – each one as much a fashion victim as the lady horrified she’ll be spotted in last year’s shoes. But – for sure – we do need good technology. Of course, I work for a software and technology company so I would say that, but that doesn’t make it wrong.
And process is still vital – that is the first level of learning that comes from our simulation games – not knowing what needs to be done usually means you don’t do what needs doing. I remember getting excited by process when I first understood how to see and then improve them. I remember also how much better ITIL V2 was than V1 when we went ‘process focused’ – and how modern and nifty we thought we were.
But again – there is no shortage of process champions, so forgive me if I keep harping on about the people. There are more of us than there used to be pushing the importance of people. Paul Wilksinson, of course, has been – and still is – a trailblazer, although he is still obliged to play the prophet because the vast majority of our industry still needs to be converted to the simple reality; that no matter how cool your IT gadgets and software and no matter how carefully researched your process, if you don't keep the third leg – people – strong and secure then things simply won’t work.
Successful politics is called ‘The art of the possible” and I am aware we – those who believe that people factors are the biggest stumbling block to successful service management – need to play that game too. No point (yet) trying to make everyone totally people focused – our efforts through the simulators and suchlike are to at least get IT managers to realise that the quality of the services they deliver does depend on people aspects. It’s simple stuff really, like people talking to each other, finding out what things matter to them.
Strangely enough, this is the kind of thing we do well and automatically outside work, but somehow it becomes so much harder when it gets all business related – maybe we like to take sides at work, or think the office is too important a place to act human in. What is about being in the office (or Datacentre or shop floor or whatever your work looks like) that strips us of some basic level of humanity? We seem able to talk to our colleagues at work about non-work things – last nights TV or football, fashions, music etc – but not about their work wants and needs.
Of course there are exceptions – we need to capture and promote these to help us get the message across. My favourite is a reversal of the norm I just described. It is from a UKgovernment department where a cricket match between IT and Finance was being played out one evening. Due to Finance’s excellent bowling there was a hiatus since the batsmen were being dismissed faster than the next one could get the equipment on. During this pause the non-striking batsmen (from IT) was chatting about work and they solved a issue that had turned into a long running fight between managers. The managers had stood on principles and formality instead of talking about what was actually wanted. The issue was solved by these real workers getting a mutual understanding through the revolutionary approach of talking and listening to each other.
That’s what we shall be trying to do with the delegates to our simulation sessions – and in other ‘take the people seriously’ initiatives. Do you have some good stories about how much difference it makes when your people are able to understand each other’s perspectives? Be great to hear them. Be even better to catch up at one of the forthcoming simulations, or to see you at Pulse in March and we can talk – and listen - over a beer. J