An Education in Service Management - A guide to building a successful service management career and delivering organisational success

CHAPTER 13: WHY I LOATHE SERVICE MANAGEMENT – TALES FROM THE AUTHOR

In one word: Tribalism. In my 30 years of experience, I’m yet to go to an organisation where I don’t see an element of tribalism. People tend to be in the DevOps tribe, the ITIL tribe or the Agile tribe, and that’s before we find the IT, the HR tribe and the sales tribe.

Even when we create a CoP to overcome this, that itself involves a bunch of like-minded people unwittingly forming a tribe focused on value. We are doing it for the right reasons, but our tribal nature is often what limits our success.

In the business world, even when we are in the same organisation, we often find ourselves at cross-purposes with our colleagues from different departments or areas.

Sales and marketing ...