The Power of Taking Initiative in IT Service Management
In today’s digital world, the IT department is no longer just a technical support unit. It has evolved into a strategic hub that directly impacts business resilience, customer satisfaction, and operational continuity.
But this transformation brings with it an important question:
“Who takes initiative within IT teams?”
Often, as long as systems are running, problems are considered “nonexistent.” However, true value comes from those who can foresee issues before they arise and take proactive measures.
I personally encountered such a situation a few years ago:
We were experiencing recurring system performance issues. At each occurrence, we resolved the issue through “Slack or ticketing systems” and moved on. But this was a persistent problem. No one was asking, “Why is this happening?”
One day, I took responsibility and began analyzing the issue at its root. Logs, SLA metrics, user complaints… After several days of investigation, we identified the core problem and implemented process changes to prevent it from recurring. I did not expect praise or recognition. I simply did not say, “This is not my job.”
That’s where initiative begins.
How does initiative emerge?
- Operational understanding: It is not just about technical knowledge. Understanding service management principles is crucial. Frameworks like ITIL and COBIT are very helpful here.
- Observing and questioning: Ask, “Why is it like this?” or “Can we do this differently?”
- Stepping out of your comfort zone: If you only do what you are told, you will never make a difference.
- Communication: If you have an idea, share it. Talk to your team. Even approach leadership with small suggestions.
You do not need to be in a senior leadership role to take initiative. In IT service management, making a difference only requires one principle: “See and act.”
If you work in this field and think, “Nothing I do makes a difference” — think again. Change sometimes starts with a single question, a single idea, or quietly solving a problem.
Remember:
“Initiative is not a duty — it is a choice.”
