Let’s address the elephant in the room: IT can be a source of frustration. We’ve all had moments where our interactions with the IT department left us feeling exasperated. However, these experiences often give rise to stereotypes and myths about IT. How many of these perceptions are still relevant today? Are we holding onto an outdated image of what an IT worker is like?
In the latest episode of our podcast, Ticket Volume, our host Matt Beran and three seasoned experts – Christopher Chagnon (Senior Development Applications Engineer at MathWorks), Caitlin Price (Associate Support Analyst at Giant Eagle), and Valence Howden (Principal Advisory Director at Infotech Research Group) – explored these questions. They helped us debunk common stereotypes about IT professionals.
Here are the key highlights from Episode 82:
Claim 1: IT workers are socially awkward or introverted
Addressing the common stereotype that IT professionals are socially awkward, Chris explains that this perception originated in the early days of the industry when specialized technical skills were highly valued. Valence adds that while IT departments were once seen as mysterious entities, the increasing integration of IT into organizations has led to a shift in perceptions.
According to Caitlin, the evolution towards a more inclusive IT industry has emphasized the importance of customer interaction and diverse backgrounds, particularly in IT Service Management.
Claim 2: The IT industry is predominantly male
Caitlin acknowledges that historically, IT has been dominated by males, but she notes a positive shift towards more female representation in the industry, including female leaders in IT organizations.
She mentions the recent participation of Woman of ITSM on the podcast as an example of the industry’s changing landscape.
The conversation also touches on the trend towards humanizing IT practices and fostering better communication between IT professionals and end-users.
Claim 3: IT professionals lack fashion sense and are nerds and geeks
Chris dispels the myth that IT professionals lack fashion sense, highlighting how their eccentric style choices can serve as conversation starters and help build connections within the industry.
He emphasizes that IT professionals use their attire to express their personalities and engage with others in a fun and lighthearted manner.
Claim 4: Turning it off and on again solves issues
The classic IT solution of restarting a system is not entirely a myth. While it has become a running joke, there is some truth to the effectiveness of this simple troubleshooting technique when used in the right context.
In the early days of computing, a simple reboot could quickly resolve many issues due to the simplicity of systems at that time. However, in today’s world, with much more complex systems, rebooting is not always a universal solution. The key factor here is effective communication. While the advice to “turn it off and on again” may seem basic to users, there is a detailed process behind it that IT departments should explain better. By improving communication, relationships with IT departments can be enhanced, and their value can be better understood.
Valence highlights the importance of IT departments clarifying their actions and processes to users. While it may seem like a simple restart, there is more to it than meets the eye. Caitlin suggests taking a more conversational approach by asking users about their issues rather than just giving instructions, which can make interactions more human and empathetic.
The recent episode of Ticket Volume delved into common IT stereotypes, debunking some and shedding light on others. By discussing these perceptions, the IT community can progress and evolve. The insights provided by the guests challenge outdated notions and showcase the changing landscape of the IT industry.
To listen to the full episode, visit Apple Podcasts, Spotify, YouTube, or your preferred podcast platform.
