Ask Twice, Solve Once

The IT world is full of challenges!  IT infrastructures are a breeding ground for them.  Problem-solving is a critical skill for IT Managers and for many IT Professionals.

As human beings, we are wired to solve problems. However, that natural instinct can sometimes get us into trouble.  Thinking about it, I see two possible reasons for that.  The first reason is that we sometimes think we have a problem when there is not.  The second reason is that we sometimes work on the wrong problem.

My advice for IT Managers and Professionals alike is ask yourself two questions before delving into solving any perceived problem:

• Do I really have a problem?
• What is the real problem?

In order to answer the first question you must first develop a “definition” of what a problem is in the context of your roles, responsibilities, and goals.   In general, a problem can be defined as a condition that is different from the one expected, required, or desired.  Making sure we have a good understanding of what a real problem is will go a long way in making it much easier to decide whether or not a problem exists.

Once you make a good determination and you are ready to delve into “the problem”, you should spend some time figuring out the nature of the problem.  Once again, IT systems are complex and highly intertwined.  Careful evaluation of the system and all its elements goes a long way in making your life much easier and finding the right and best solution.

One of my favorite business quotes comes from Peter Senge’s book The Fifth Discipline. It goes something like this:

“Today’s problems usually come from yesterday’s solutions.”

When a “problem” confronts you, try as hard as possible not to jump right into “solving” it.  I know that is hard to do in this day and age when we are expected to solve problems quickly and efficiently. This is especially true for the IT support world where users are screaming and bosses are breathing down our necks!  But this is the best time to take a break from all the pressure and take a step back to ask these two questions.   In the long run, you will save time and aggravation and will be able to develop more effective solutions to actual problems.

I will end this post with a suggestion that whenever you encounter a problem remember my version of the “Carpenter’s Rule” (Measure twice, cut once):

“Ask twice, solve once.”

The BEST is Yet to Come!

Epi Torres, CEO