Tracey Torble accidentally fell into IT in the 1980s after making a case for replacing an electric typewriter with a word processor to improve the turnaround time of some job description amendments and to meet an aggressive schedule of meetings linked to organisational change. Forever after a reluctant ‘expert’, she eventually gave up the business side completely to invent a helpdesk out of a brick phone, a satchel of floppy disks and a screwdriver.

This led her to a proper IT job with real processes managing technical support staff at the BBC. Told by her line manager that she would be chairing the newly formed change advisory board for the West London region she began a love–hate relationship with change management that has lasted for ...

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