Are rigid processes hurting Service Management and holding back your IT team? Sometimes, rigid workflows can feel like a relic of the past, slowing down progress and frustrating teams. But what if there’s a better way to approach Service Management?
In the latest episode of Ticket Volume - IT podcast, host Matt Beran sits down with Shane Carlson, Director of Global Presales Strategic Services at Airtable, to explore how processes have evolved in the Service Management world.
Shane shares insights on the shift from rigid, process-driven models to more flexible, outcome-based patterns. Together, they unpack the idea that the days of strict process adherence might be over, and how modern technology is enabling teams to stay agile and adapt in real-time. Curious to learn more?
Let’s dive into the conversation and explore how you can rethink your approach to Service Management. These are the main highlights of Episode 88 of Ticket Volume.
The shift in Service Management processes
Processes in Service Management have undergone massive changes over the years. Where once everything was rigid, with every step meticulously mapped out, today’s Service Management world demands more flexibility. According to Shane, processes are no longer king.
It’s a bold statement, but Shane has the experience to back it up. He explains that in the past, the emphasis was on following steps to avoid mistakes, but this approach quickly led to bureaucracy and bottlenecks.
As Service Management evolved, the need for agility grew. Organizations realized that rigid processes were often standing in the way of progress. In other words, processes were no longer helping businesses achieve their goals; they were holding them back. Shane and Matt reflected on how this shift really became noticeable in the early 2010s, with the rise of cloud computing and agile methodologies, which began pushing companies toward more flexible, adaptive models of working.
This push for agility was largely driven by the need for faster adaptation. Shane points out that technology has changed the game entirely. "With the technology that we have today, with the observability that we have, we can understand in near real-time what’s happening and make adjustments”, he says. Gone are the days of relying on lagging indicators and time-consuming analyses. Instead, modern Service Management focuses on real-time data, allowing companies to make quick, informed decisions.
Processes vs. patterns: What’s the difference?
One of the key insights Shane brings to the table is the distinction between processes and patterns. This distinction is crucial in understanding the future of Service Management. While processes are strict, step-by-step guides to achieve an outcome, patterns offer more flexibility.
As Shane explains, “The pattern is the same. The goal is the same... Why would we spend six months deconstructing a process when so much of it can be commoditized or handled by third parties?”
Patterns allow for variability. They create a roadmap but leave room for detours and adjustments along the way. Instead of binding an organization to a single rigid path, patterns offer different ways to achieve the same goal, depending on the situation. Matt sums it up well when he says, “We’ve got guardrails to guide, but flexibility is key to empowering teams.” This flexibility is what makes patterns more suited to today’s fast-paced, technology-driven environment.
The conversation dives deeper into how patterns, unlike processes, give employees room to maneuver. Shane illustrates this with a personal experience onboarding at Airtable, where he was given options to choose the tools and setups that worked best for him. This flexibility, he notes, was key to having a smooth and enjoyable onboarding experience, and it’s a perfect example of how patterns can enhance efficiency while keeping the end goal in focus.
Are rigid processes hurting Service Management?
So, are rigid processes hurting Service Management? According to Shane, the answer is a resounding yes. He argues that rigid processes can make organizations brittle, unable to adapt to new situations or demands. Flexibility is the name of the game in today’s business world.
If processes are too rigid, they can prevent companies from reacting to changes in the market or technology. Shane shares his own experience with Airtable, explaining how the company’s flexible onboarding process left him impressed.
Shane’s point is clear: When companies give employees the flexibility to make decisions, they create a better work environment and ultimately get better results. He recounts how Airtable allowed him to select from different computer options based on his role and preferences. By providing choices, Airtable empowered him to feel comfortable and productive from day one.
The contrast with older, more rigid processes is stark. In many traditional companies, employees are forced to follow the same path, regardless of individual needs or circumstances. Shane argues that this rigidity leads to frustration, lower productivity, and higher turnover. Employees who feel boxed in are less likely to be engaged or perform at their best.
The role of technology in modern Service Management
Technology plays a pivotal role in enabling the shift from rigid processes to flexible patterns. Shane’s driving analogy during the episode perfectly illustrates this point. Just as a driver can adjust their route based on real-time data from navigation tools, businesses can adjust their processes on the fly thanks to modern technology. This adaptability is crucial for maintaining agility in today’s Service Management environment.
Shane explains that in the past, businesses had to plan every step meticulously because they lacked the technology to monitor and adjust in real time. Today, however, the situation has changed.
This technology-driven agility allows companies to pivot quickly and effectively, ensuring they stay on course toward their goals even when circumstances change. It’s not just about making adjustments, though. Modern technology also provides transparency and empowers employees to take ownership of their work.
Tools like Slack and cloud-based platforms allow teams to communicate and collaborate in real time, without the need for rigid, step-by-step processes. This flexibility doesn’t just improve efficiency; it also boosts employee satisfaction by giving them the freedom to choose how they work.
Conclusion
The episode with Shane Carlson is a reminder that processes, while important, should not be rigid. Flexibility and agility are key to thriving in today’s fast-paced world of Service Management.
Technology has empowered companies to shift from process-driven approaches to pattern-based workflows, where the focus is on outcomes rather than steps. Shane’s advice is clear: adapt, be agile, and keep the outcome in mind. By doing so, organizations can create a more dynamic, engaged workforce that is better equipped to handle whatever challenges come their way.
You can find the full episode on Apple Podcasts, Spotify, YouTube, or your favorite podcast platform.
