Release and Deployment: An ITSM narrative

CHAPTER 5: REQUIREMENTS – VOICE OF THE BUSINESS

Zak and I sat outside the office of Shallah, the director of business relationship management. From what I’d been told, they had an interesting role here. Their entire organization seemed to be based on the idea that the average IT person should be kept as far as possible away from the business side of the house. They viewed IT people as having zero people skills, no concept of discretion and no ability to speak with non-IT people without haranguing them with waves of brutal and opinionated candor.

We were ten minutes past our meeting start time and she was still doing the same thing she’d been doing when we arrived – chatting with two other people sitting in her office with her. Although I didn’t ...