I’m a newbie when it comes to IT Service Management.
Haven’t been around long and don’t have a great deal of experience in this area.
As many of us inexperienced but eager people do, I read blogs, discussion forums, Twitter streams, LinkedIn groups and try to absorb as much valuable information as possible.
And it’s marvelous how people share a great deal of helpful knowledge (as well as a considerable amount of rubbish).
But it has struck me how specialized, narrow and over the top a lot of the discussions are. At least from my point of view.
At first, I thought it was just me not being smart enough. But after a while I kind of realized that most of the people that show up and contribute to the community at all these places really are the cutting edge developers of ITSM.
I like to see myself as the average Joe of ITSM, a practitioner that tries to contribute to my company’s prosperity. I work to change stuff that doesn’t work and I struggle with the day to day challenges that I presume we all deal with at work.
From that point of view, the part of the ITSM community that shows on LinkedIn, Twitter, Facebook and a lot of various blogs don’t offer that much help. I won’t even begin telling you how many debates on details in the ITIL Core books I’ve read the last couple of years, all at very little value to me.
Where’s the information for us who try to juggle things when the consultant leaves the “ITIL implementation project”? Where do I go to find support and encouragement for the stuff that isn’t cutting edge ITSM but every day struggle? Where do I find the answers to my boss’ stupid questions?
The answer is of course in all the channels used by people in the ITSM sphere. That’s where the support and encouragement is and that’s where all the knowledge lives. We just need to drag it out of the people who camp there, because they are all eager to share if given the chance.
It takes some guts to step out of the shadows where we (the common man, those who fear to stick out) lurk about to gain knowledge. But more people ought to. I think the community would gain by having more people in my position asking questions and by all means giving advice on a regular basis. The general opinion is that even we who are less experienced and are short of knowledge are welcome to use the channels for questions and thoughts of simpler sorts and I’ve never been ridiculed or mocked for asking stupid questions.
The bottom line is that I believe that we need to expand the number of people who contribute and that we should do that with the help of lurkers like me. Give it a try, it’s scary at first and you might feel a bit ignored but it will pay off in the long run.
If I can, so can you. And I’ve only just started!