Do you remember Old IT Guy?
He worked in IT about 10 years ago. He usually had a beard, a bit of a belly, and smug expression on his face. Every time he looked in the mirror he saw Superman, a savior, and the solver of crisis. He was the ‘go to guy’ that dumb employees would turn to rescue them from an IT disaster. He was that guy that answered the help desk phone with a curt “IT!” or just “What!?” With that know-it-all grin on his face he’d lean over and press the reset button on an employee’s PC, and in a patronizing tone say, “I always reboot it first.”
Old IT Guy was the person who single handedly kept the business running. He selflessly dialed in from home at midnight or drove to a deserted office on the weekends to reboot the mail server. Of course he never told anyone that the reason it failed was that he had fiddled around and changed the configuration of the server earlier that day that no one had requested or approve. On bad days he’d even deliberately caused system failures just to give him a chance to show how valuable and essential he was. But no one needed to know that. All everyone else knew was that he worked long and hard and was a selfless superhero.
Mind you, if you ever asked him what the business he worked for actually did he didn’t know and/or didn’t care. Because back then, it didn’t matter.
Personally, I’m glad that I don’t see Old IT Guy much anymore.
Like a cleansing wave of sanity, the combined forces of IT Service Management combined with Consumerization have washed Old IT Guy far, far away. Now there’s a new superhero. His name? New IT Guy.
New IT Guy understands that IT offers a Service to their customers. He understands the cloud to big data to MDM, and that their job is to use those skills to enable employee productivity. He knows that by enabling employees to work smarter, faster, and better helps them and their organization be more successful. He understands that he is there to serve. He is a highly skilled technician who knows how to effectively communicate with his customers. New IT Guy makes people happy and successful.
New IT Guy works building automation processes to transform the speed in which IT moves. He speaks strategy and understands that saving two mouse-clicks can be transformational when you are doing it for over 70,000 people. He knows what the business does.
New IT Guy also knows that his customers are technically sharp. If he treats them like idiots, they’ll conclude that he is an idiot and they will take their needs elsewhere.
Old IT Guy thought he was a superhero and that he was saving humanity from its own stupidity. But humanity got all clever and grown up and changed the rules. Now Old IT Guy is a broken, sad relic of a past era.
New IT Guy recognizes the rest of humanity developed technical superpowers. Yes, they still need help, but New IT Guy helps them all to fly.