Today was our final itSMF local interest group meeting for 2011. Attendance wasn’t as strong as I hoped, but it was good nonetheless. At this meeting I noticed something. Well, actually, it’s something I’ve noticed before; I just want to use the meeting as an excuse to bring up this topic. I’m quiet. In fact, often during phone conferences I’m usually very silent. Don’t worry, I’m not sitting there and breathing heavily like some horror movie villain. Usually I’m taking in all the information and processing the data. Only when things get really quiet and it seems like no one knows what to do, do I answer and give my opinion. There are times this does not work in my favor (like during my participation in the itSMF podcast, in which some vendor kept cutting me off). So, why am I bringing up this wonderful topic of quietness? It’s because 1) I get to kvetch about a personality flaw and 2), I want to point out what type of personality not to have if you’re going to be in IT Service Management. Let me also say that when I describe a “loudmouth,” I don’t mean an obnoxious jerk that you’d find drunk at a bar. I’m meaning more of someone that simply speaks their mind. But I do like the phrase of loudmouth, so it’s going to stay in the title.
Back to topic – I’ve been fortunate to know some pretty brilliant people in the ITSM world, and even have been incredibly fortunate to work with some others. These (very) successful people have a very common trait; they talk. In fact, they not only talk, they lead. In fact, they not only lead, they take control of conversations, give their opinions or ideas, and often give a (sometimes limited) period in which others can express disagreement or concern. That last statement is very important; take control and give opportunity. Why is that such a big deal in ITSM? Think about it. Much of IT Service Management is about “change.” Changing culture, changing processes, changing behaviors…change, change, change (makes me think of “Marsha, Marsha, Marsha…”). With change comes resistance, and honestly, there’s usually more people resisting than the amount of people actually helping to make the change happen. So, being a “loudmouth” isn’t just a personality trait, but rather a useful, and needed, skill.

avatar

Started working in IT in 1999 as a support desk analyst as a way to help pay for food during college. Studied Electrical Engineering for two years before realizing biochemistry was more fun than differential equations, and so ultimately graduated with a Biology degree in 2006. Having (reluctantly) failed at getting accepted into dental school, embraced working in IT and has gone broke becoming an ITIL Expert. Likes to jog, sing camp songs, quote Mel Brooks movie lines and make dumb jokes and loves working for an Israeli tech company where December 25th is a regular work day.