Thursday, 29 December 2011

Episode 11: A Little Gentle Prodding

At the end of Chapter 10 Brandon Lane CIO and Jimbofin, Ghost of ITSM Present, are in a lift with Wysiwyg, leader of the ITIL Imps. Read on.

"Is it just me or is it a little stuffy in here?"

Whilst Brandon appeared to be addressing no one in particular it was no coincidence that rather acrid smoke was beginning to emerge from Wysiwyg's ears.

"He can't help it, it is a natural reaction of an ITIL Imp when they come into close proximity to the business. We suspect it is caused by the frustration they have that the business can't see that everything the ITIL Imps do is for the good of the business."

"What sort of things?"

"Oh you know, arcane and long winded change management procedures, management reports that don't tell the business anything they didn't already know, service catalogues in which the business doesn't recognise the names of any of the services, service desks that won't take your call because you haven't logged it on the self-service portal, capacity plans that..."

"OK, I get the point. Most of those things get me steamed up as well, but does he really think doing all those things is what the business wants?"

"Oh yes. Though I should warn you he's never actually met a CEO before. In fact we don't think any ITIL Imp ever has. We aren't really sure what will happen. There is a danger he might explode."

"Do you mean Wysiwyg or Hans?"

The lift jolted to a halt.

"I don't know, let's find out shall we?"

Brandon was used to waiting outside Han's office until called for, but Wysiwyg and Jimbofin marched right in, Jimbofin with the confidence that comes from knowing where the bodies are buried, and Wysiwyg with the confidence of someone who doesn't mind adding to the bodycount themselves. In any case Hans was oblivious to their entrance. He was obviously still trying to get someone on the service desk to take some sort of action, though he was now less concerned that the action was to fix his Blackberry* than that the service desk agent take some action involving a peculiar and possibly impossible feat of human contortion.

Wysiwyg prodded him with his trident.

"What the **** was that?" He looked up and for the first time seemed to see his visitors, or at least two of them. "And Brandon who the or what the **** is that?"

"Erm, this is Wysiwyg"

"Does he work for you?"

For someone going through as much as Brandon had been going through over the past few days, whether in reality or in his dreams, he still retained the quick thinking of an auditor.

"You wanted your Blackberry fixed, so I thought I would bring our best ...person....up to help you."

"That's your best person?"

"If you recall Hans, I haven't actually been CIO long enough to recruit my own team."

"And how did you know my Blackberry wasn't working since I can't get through to your so called Service desk to report it? Owww"

Wysiwyg had prodded him again. And this time he spoke.

"Well you are wasting your time ringing the service desk."

"Yes, I know that thank you, they are useless."

"No," said Wysiwyg, "You misunderstand. Blackberries are unsupported VIP devices. The Service Desk won't take calls about Blackberries."

"What do you mean unsupported, it was IT who got me them in the first place, eventually. Oww, stop doing that."

Wysywig looked genuinely hurt.

"But I was just trying to remind you that you AGREED to them not being supported when we agreed to get them for you."

"Just for the record, because I'm sure someone is keeping it, Brandon, let me point out that IT didn't agree to anything. Do you know why? I'll tell you why, because IT doesn't have any authority to agree to let  me have anything or not. I tell IT what I want and you get it, with the money I let you have. At least that is the theory."

Brandon was wise enough to realise this was not the moment to say "Yes, but if I could just point out...."

"Yes, but if I could just point out"

Apparently ITIL Imps aren't quite so wise.

As the confrontation escalated Jimbofin tapped Brandon on the shoulder.

"Well, I'll be off then, though you'll be seeing me later, in real life, meanwhile enjoy the show."

"You aren't leaving me here with these two are you?"

"I'm afraid so, I'm needed elsewhere, but don't worry, the Ghost of Future present will be coming to help you soon."

And with that he was gone, but no sooner had he left than Brandon noticed the office becoming darker as a shadow fell. Hans and Wysiwyg seemed not to notice, so immersed were they in their full and frank discussion. Brandon turned to look at the doorway.

It was filled by a giant of a man with a flowing mane.


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