IT Service Management is plagued by “heroes”. These are typically very clever people who — at face value — appear to be incredibly valuable contributors to the success of the organization, repeatedly producing miracle fixes to tough issues. In reality, the hero is an overworked, burnout-prone single-point of failure, deliberately or inadvertently acting as the custodian of knowledge that the organization badly needs to be disseminated more widely.
ITSM, DevOps, and why three-tier support should be replaced with Swarming.
Jon Hall
1039

In some poorly organized/high turnover environments, this is done intentionally to guarantee job security.

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