What do you do if conflicts arise in IT Operations Management and creativity is needed for resolution?

Understanding the depth of a conflict often requires peeling back layers to reveal underlying issues. In IT Operations Management, leveraging data analytics can illuminate patterns and discrepancies that might not be immediately apparent. For example, analyzing incident reports or project delays could highlight systemic issues contributing to team conflicts. This approach not only helps in pinpointing the actual cause but also in formulating data-driven strategies to address it effectively.

We can follow these five steps, which we've adapted from a framework used by the Chartered Institute of Personnel and Development (CIPD). 1. Speak to Team Members Individually 2. Bring People Together •Keep the tone of the conversation calm and non-threatening. •Encourage active listening, so people understand where the other person is coming from. •Encourage individuals to share ideas. •Ask them about situations where they've worked well together in the past. 3. Ask the Wider Team for Ideas 4. Draw up a Plan: Ask the parties to detail agreed-on actions for reconciliation. 5. Follow up: Ensure that issues have been resolved properly by following up on the situation.

It is essential to keep the big picture in mind. The IT operations team manages the culmination of the deliveries of many component teams to serve important business objectives. Especially in a multi-vendor environment, the individual team objectives sometimes aren't aligned with the core objectives of the service. In such situations, it has worked for me in the past, to get the teams together face to face to become aware of each other's grievances and then collaborate to amicably resolve the situation. The resolution itself may not be straightforward and may require multiple steps or tactical workarounds until a strategic fix can be deployed. It is important to remember that no one starts their day trying to break anything on production.

There are a number of reasons behind a conflict taking place among the team. As a leader we have to identify the root behind it. It could be due to the interest of work, it can be due to one's interference into another's area, sometimes it's caused by work overload to specific people or division, often insecurity leads to the conflict, many times it's seen the outcome of some rubbish gossip and people creating lobby in the department, sometime boss has no choice then taking someone incapable and it creates conflict. Best practice is creating a culture of inclusion and open dialogue which itself won't let the conflict happen. If still any uncertain conflict happens resolving it with dialogue and limiting it to minimum concern people is good.

By fostering creativity and collaboration, conflicts in IT Operations management can be effectively resolved, leading to stronger team dynamics and improved outcomes. Consider below step approach: Define the Problem Encourage Open Communication Encourage active listening to understand each party's concerns fully. Brainstorm Solutions Collaborate and Compromise Implement and Monitor Learn and Adapt

To facilitate open dialogue in conflict situations, IT teams can adopt agile methodologies, like retrospectives, which encourage constructive feedback and collaborative problem-solving. Incorporating tools like anonymous feedback software or digital ideation platforms can also lower barriers to honest communication, ensuring all voices are heard. This method supports a culture of continuous improvement and innovation, crucial for resolving conflicts in dynamic IT environments.

Change implementation is a crucial process and from my experience in IT Operation and systems migration that we encounter i can say prior training is very important step which most of the time starts after the migration took place. Timing and role explanation must be addressed to all parties related to that change.