One of the common themes that most managers leading IT service teams struggle with (once they figure out that it is important) is the best way to get the technical teams to understand the business that is supported by the technology that they support.
In the depths of technical operations the technical folks get too technical to be the better and best. They are into commands and scripts and cross technology domain, but what takes a toll is the understanding of the business that they support. In several situations, this appreciation will add tremendous relevance to their actions or even create new ones if they can understand the business they support.
One of the basic ways is to take them through the business environment -- like taking them to a retail store or a bank branch so that they can see the customers of that business enterprise, and how technology helps (and can struggle) when business faces it's customers. There are several other ways too but whichever way one chooses, there is no denying that this has tremendous impact on the way the teams then see their work.
The other struggle is to keep such awareness current and not to have it take a back seat in the technical and operational trenches. Successful managers have been able to do this through various means successfully (else, guess what, they would probably not be successful managers!).
In the depths of technical operations the technical folks get too technical to be the better and best. They are into commands and scripts and cross technology domain, but what takes a toll is the understanding of the business that they support. In several situations, this appreciation will add tremendous relevance to their actions or even create new ones if they can understand the business they support.
One of the basic ways is to take them through the business environment -- like taking them to a retail store or a bank branch so that they can see the customers of that business enterprise, and how technology helps (and can struggle) when business faces it's customers. There are several other ways too but whichever way one chooses, there is no denying that this has tremendous impact on the way the teams then see their work.
The other struggle is to keep such awareness current and not to have it take a back seat in the technical and operational trenches. Successful managers have been able to do this through various means successfully (else, guess what, they would probably not be successful managers!).
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