Cloud, featured, IT

IT can’t say No anymore, Learn how to say Yes

11 Aug , 2012  

[REPOST] If you are still from the traditional “IT Land of No”, your IT customers are already going over, under and around you. And they have been for some time. Every No is yet another shovel of dirt thrown on your own effectiveness within the organization. IT customers are bringing their own iPhone and Android smartphones and even computers to work, using file sync services like Dropbox on their company computers, using their credit cards to set up their own shadow IT environments in Amazon or other public cloud services, and more… all to avoid dealing with the IT Land of No.

As engineers, our problem solving training taught us to eliminate all the obstacles, and if your proposed solution still stands once all the possible no’s are eliminated, you likely have a workable solution. The problem with our training? It’s slow, leads to analysis paralysis, and most importantly causes you to automatically say No to your IT customers. At least that’s how they will see it.

While at the Cloud Leadership Forum a few weeks ago, I sat directly across from an IT manager who was a good example of an IT curmudgeon. We were discussing using cloud services to deliver IT as a Service and he kept saying things like, “they’re going to ask for their own virtual machines…No, they can’t have that.” Oh my. We need to undo this programmed behavior and learn how to say Yes.

How do you learn how to say Yes? The simplest approach is often holds the best approach. Start by just saying Yes upfront when an IT customer asks you for something. Literally, say it out loud to them; “Yes.” Don’t drag them through all the No’s to get to the Yes. Alternatively, say something like, “I’ll bet we can find a way to do that”, even if you don’t quite know yet how you’d solve their need or achieve what they’re asking. Next, ask yourself “how can I say yes to their request?” and start down the solution path without verbalizing all the No’s. What wasn’t possible a year ago might just be possible today or maybe you discarded their request out of hand in the past by habitually saying No. It’s simple but taking this approach really does work.

Once you’ve started to break the No habit, get out of the defensive IT position. Start by thinking about and learning how to do what your IT customers want… before they start asking. We’re tech people and there are things we’d like to do at work but haven’t figured out how to do yet. Threatened by BYOD? IT customers are already coming to IT with “how can I…” questions. So start figuring out the uses, apps to use, and requirements like security, remote access and data protection, before they ask you. Be ready with Yes answers because you’ve anticipated the need and gained enough insight how to support it. This is just one example.

Envision the future and start trying it now. And learn to embrace change… even better yet, how to enable and help make change happen. And when the next IT customer comes with their request, start your response with; “Yes, we can figure out how to do that.”

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