CHAPTER 4: SEARCHING FOR THE RIGHT PLACE TO START
My meeting with Jessica, Ramesh and Jason had been a ritualized and highly structured beat-down, organized by organizational stature and the degree of suffering you felt you had endured.
Jason yelled at Jessica. She then yelled at Ramesh. Ramesh yelled at me, and since there was no one else in the room that was lower in the organization, I just had to sit there and take it.
Jason didn’t want to hear about plans, or efforts, or goals. All he wanted was an ironclad guarantee that it would never happen again. Fortunately, Jessica was smart enough not to give it to him. He didn’t take it very well. I didn’t know if it was just Jason personally, or customer facing people in general, that make them ...
Get The ITSM Iron Triangle now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
