Today I'm an ITSM professional with many years experience in diverse business settings; such as higher education and the financial sector, but it wasn't always this way. My story goes something like this.
After a failed attempt to break into the comic book industry out of art school, I took roles as a call center and later IT call center customer service representative. For years I struggled with how to reconcile a desire to shake things up with an environment where I mostly felt interchangeable with every other call center rep. I wanted desperately wanted to move into new challenges, when one dropped out of the sky and changed the game for me.
I was given exposure to IT operations and specifically process quality assurance, which I did not directly seek out but felt very much ready for. This eventually led to a role as a business analyst as part of a team of ITSM process analysts.
Eventually I found ITSM operational change management and discovered a world that truly suits me to this very day.
Poorly run operational change can sink an IT shop and I've seen it happen. However well-run change can make all the difference. When changes aren't simply documented and passed into production, but are well-planned, thoroughly vetted and carefully executed. A smoothly operating change management team can help to ensure this happens at all phases. This saves companies valuable time, resources (tangible and intangible) and money.
Today it's a much different picture for me and it took the better part of my career to get here. But as the saying goes it's not the destination, it's the journey we take to get there.