{"id":17304,"date":"2025-06-26T15:31:26","date_gmt":"2025-06-26T15:31:26","guid":{"rendered":"https:\/\/ismportal.nl\/uncategorized\/what-itsm-can-learn-from-guide-dogs\/"},"modified":"2025-11-16T09:35:34","modified_gmt":"2025-11-16T09:35:34","slug":"what-itsm-can-learn-from-guide-dogs","status":"publish","type":"post","link":"https:\/\/ismportal.nl\/en\/blogs-en\/what-itsm-can-learn-from-guide-dogs\/","title":{"rendered":"What ITSM can learn from guide dogs"},"content":{"rendered":"

Intelligent disobedience: what IT Service Management can learn from guide dogs<\/h2>\n
\n

Within IT Service Management (ITSM)<\/b>, we\u2019re constantly looking for ways to collaborate more effectively, manage risks, and deliver customer value. And sometimes, the best insights come from unexpected places. I recently thought back to my time working in care for people with visual impairments \u2014 and how a well-trained guide dog operates in that context. <\/span><\/p>\n<\/div>\n

\n

A guide dog learns something we often forget in ITSM: when the owner says \u201cforward,\u201d but a truck is speeding by \u2014 you don\u2019<\/b>t follow that command.<\/p>\n<\/div>\n

\n

This principle is known as intelligent disobedience<\/b><\/i> \u2014 and that very behavior is essential in many IT teams to maintain control over service delivery, processes, and change management. <\/p>\n<\/div>\n

\n

Intelligent disobedience within the ISM method<\/b><\/h2>\n<\/div>\n
\n

The ISM Method<\/b> <\/b>is about creating a simple, coherent structure for IT service delivery. But even the best method requires people who keep thinking critically. Because within ISM too, processes are not an end in themselves. They are tools \u2014 and sometimes you need to dare to go against a procedure to prevent harm. <\/p>\n<\/div>\n

\n

Think of:<\/p>\n<\/div>\n

\n
    \n
  • An application manager<\/b> who deviates from the process because it\u2019s in the customer\u2019s best interest.<\/li>\n
  • A Change Manager<\/b> who postpones a high-risk change, despite pressure from above.<\/li>\n<\/ul>\n<\/div>\n
    \n
      \n
    • A Security Officer<\/b> who sticks to policy, even when it gets in the way of a popular cloud solution.<\/li>\n<\/ul>\n<\/div>\n
      \n
        \n
      • A Service Manager<\/b> who agrees on realistic SLAs \u2014 and doesn\u2019t make empty promises to the customer or management.<\/li>\n<\/ul>\n<\/div>\n
        \n

        The best IT professionals don\u2019t follow blindly \u2014 they think proactively. And that\u2019s exactly what the ISM approach encourages: ownership, craftsmanship, and leadership<\/b> within IT. <\/p>\n<\/div>\n

        \n

        Why this matters for ITSM leadership<\/b><\/h2>\n<\/div>\n
        \n

        The ITSM Masterclass<\/b> is all about leadership within IT \u2014 not just in formal roles, but in developing professional courage. Intelligent disobedience is a core quality in that. Because effective leadership also means having the courage to say \u201cno\u201d when it\u2019s necessary. <\/p>\n<\/div>\n

        \n

        For leaders, this means creating space for critical voices. Employees who dare to question a decision aren\u2019t being difficult \u2014 they\u2019re protecting the organization from unintended mistakes. <\/p>\n<\/div>\n

        \n

        For IT professionals: dare to stand your ground. Keep the bigger picture in mind. If you spot a risk others overlook, be the one to speak up. That\u2019s not disobedience \u2014 that\u2019s professional leadership. <\/p>\n<\/div>\n

        \n

        Exercise: when were you intelligently disobedient?<\/b><\/h2>\n<\/div>\n
        \n

        When was the last time you (politely) refused to follow an instruction because you knew the consequences would be risky? And what was the outcome? <\/p>\n<\/div>\n

        \n

        And no, \u201cforgetting\u201d your turn to get coffee doesn\u2019t count\u2026<\/p>\n<\/div>\n

        Want to know more about this news article? Get in touch with the author:
        \nMartijn Wiedijk
        \nT: 088 – 203 4000
        \nE: m.wiedijk@servitect.com <\/p>\n

         <\/p>\n","protected":false},"excerpt":{"rendered":"

        Intelligent disobedience: what IT Service Management can learn from guide dogs Within IT Service Management (ITSM), we\u2019re constantly looking for ways to collaborate more effectively, manage risks, and deliver customer value. And sometimes, the best insights come from unexpected places. I recently thought back to my time working in care for people with visual impairments […]<\/p>\n","protected":false},"author":2,"featured_media":16591,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[38,37],"tags":[39],"class_list":["post-17304","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-blogs-en","tag-eng"],"acf":[],"yoast_head":"\nWhat ITSM can learn from guide dogs - ISM Portal<\/title>\n<meta name=\"description\" content=\"What ITSM can learn from guide dogs when it comes to intelligent disobedience.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ismportal.nl\/en\/blogs-en\/what-itsm-can-learn-from-guide-dogs\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What ITSM can learn from guide dogs - 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