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It’s time to hang up the cloak and start wearing your underpants underneath your trousers

by Rob Addy  |  August 24, 2012  |  2 Comments

You will never be quick enough. Sorry. In the past you had a chance. Business dependency upon IT was limited. IT used to feed the operational machine. But then IT became the lifeblood of the business. And now IT is the air that the business breathes. The average human can survive for 3 weeks without food, 3 days without water and 3 minutes without air. Can you really solve your customer’s most complex problems in under 3 minutes?

The superhero complex has to go. You must get past your historic adrenalin addiction. You are not, and never will be, fast enough to routinely save the day. That time has passed. Speed is good but it is no longer the only, or most important, measure of success or value. If your only value is your responsiveness then you will become an irrelevance. And irrelevant is not something that you want to be.

Fighting intellectual battles was great fun. You got to prove yourself daily. It kept you in the spotlight. And all publicity is good publicity… Right? The heat of battle was intense. It caused some of your people to burn out. It caused your customer’s business to suffer. Alas, that kind of collateral damage is no longer acceptable. Effectively keeping the peace is the new game to master. Assuring availability whilst optimizing deployments and reducing operational costs to deliver maximum business value are the new objectives.

It’s time to reinvent yourself and redefine your own image of self worth. Have fun with that!


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Category: support-processes  support-strategy  

Rob Addy
Research Vice President
5 years at Gartner
More years than I care to remember in the IT industry

Welcome to my blog! I post about all things services related from the provider perspective. End-users are welcome to read but please be aware that you may sometimes find its content unsettling. I will endeavour to post frequently (as it's a lot cheaper than a therapist) but please forgive me if other more mundane activities occasionally get in the way...Read my official Gartner bio here

Thoughts on It’s time to hang up the cloak and start wearing your underpants underneath your trousers

  1. Much like what JFK said about men keeping the peace and not with arms alone, this surely applies to fighting intellectual battles and finding one’s self worth. We may not have a predetermined pax humana in light of utopian tendencies and among other dangers of the political world, yet we see it fit that a struggle for balance and sanity prevails despite our frailties.

    Thanks for sharing.

  2. Dane Anderson says:

    Love the 3 minute question, the Super Hero Complex and the peace keeper game! well said

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