IT projects and service operations make for a
hectic, challenging work environment.  Considering the pace,
burnout is an all too common occurence.  Will staff
members speak up? Some may be reluctant and that is certainly
understandable.  And when they speak up – if they speak up – it may be too late – the problem
may have already taken hold.  It’s best to act before that
happens.  Read on to learn how.

Watch for the Burnout Warning Signs

A smart, attentive and proactive IT manager will quickly recognize the need to monitor all aspects of staff morale
and performance, and will learn how to detect the warning signs before they
become readily visible to others who may care to see them.  
(Also Read:  Making
Criticism Constructive and Productive)

• Attendance Changes – sudden, chronic lateness
  or an increase in absenteeism.
• Productivity Changes – decreases in the quantity
  of work accomplished over a period of time.
• Performance Changes – decreases
  in the quality of work accomplished over a period of time.
• Attention to Detail – small, but noticeable
  mistakes and omissions in work completed, marked by their unusual
  nature (i.e. things that have been done correctly in past are now
  slipping through the cracks).
• Procrastination – a fixation on minor details
  and routine tasks at the expense of riskier, more complex activities.
• Relationships – a reduction in socialization
  and team activities, marked by conflicts, arguments and withdrawal
  from group activities.
• Attitude Changes – a negative shift in attitude
  towards the job, the organization, end-users  and co-workers,
  marked by anger sarcasm, irritability, fatigue, sensitivity to criticism,
  or indifference.
• Perceptions – a general feeling that IT is
  unappreciated and taken advantage of by the organization as a whole.

You See the Signs – Now What?

Once you have identified the signs of a burnout problem, what can
you do to prevent a full blown burnout disaster?  Burnout can occur
on a “team” or individual level.  Team burnout occurs as the overburdened
group reacts collectively to difficult projects and work environments. 
Individual burnout can be brought about by underlying emotional or physical
problems.  These situations should be escalated immediately to
management and human resources.  When individual or team burnout
appears “environmental”, you should look to the working source of the
problem.

Take Action To-Do List

Burnout is most often the result of a unusually heavy workload,
exacerbated by short timelines, long work hours, demanding end-users,
and negative perceptions of IT as an organizational entity.  In consideration of these issues, the following tips and tricks
can be used to relieve the pressure and hopefully shift the workplace
dynamic.

1. Seek out every possible process, procedure and tool for efficiency
   and productivity.
2. Set realistic schedules for projects and other activities – allow
   for the unexpected problem that may cause delays.
3. Let your staff have some downtime – do not schedule work for every
   weekend, and encourage staff to go home “on time” as often as possible.
4. Be visible – show your staff that you are in the boat along with
   them.  Even if you cannot contribute to an installation on a technical
   basis, be there to provide moral support.
5. Set aside “cool-down” periods after every major project – allowing
   staff to regroup and savor the accomplishment.
6. Consider the consequences and impact on staff before making promises
   and commitments.  And be prepared to quantify and communicate those
   consequences.  At the very least, said consequences can be used
   as a bargaining chip in service and project negotiations.
7. Take advantage of remote access technologies for off-hours support,
   and to allow for flexible work schedules and telecommuting.
8. Rotate on-call schedules as often as possible.  And “not
   on call” should mean just that … give your staff some time to clear
   their heads and refresh their perspectives.
9. Take every opportunity to publicize IT successes, making sure
   management and end-users are aware of the contribution that IT makes
   to the organization.  These facts can be very useful to bolster
   any effort to minimize demands for unreasonable support.
10. Create and enforce realistic Service Level Agreements.
11. Maintain proper systems documentation and problem tracking databases
    to leverage prior experiences and facilitate problem resolution. 
    This will allow a greater number of staff members to share off-hours
    support duties.
12. Set limits on off-hours contacts, and get management concurrence
    to enforce those limits.  Not every problem is an emergency and
    certain boundaries must be accepted. Recognize and reward long work
    hours whenever possible.  Depending upon your circumstances, you
    may be able to offer additional vacation time, personal time, allow
    staff to attend free seminars or trade shows (frequently offered by
    vendors), or just have a team party.  (Also Read:
    Ending Projects on a
    High Note).

THE IT SERVICE STRATEGY TOOLKIT

If you’re looking for a fast, easy way to achieve IT service success, you’ll find it inside
the IT Service Strategy Toolkit. This unique, informative online course gives you everything you need to become
an IT management leader and service planning expert. Here’s what you’ll learn:

• The I.T. Service Strategy Toolkit is an easy, engaging online course, containing over 50+
  education components, teaching you how to use the multi-stage ‘Service Strategy Process’ to organize the I.T. service function and deliver value-added I.T. services.

• Topics covered include developing the IT mission, organizing the IT service department, planning IT management policies, managing the IT/end-user service relationship, performing the IT service review, and more.

• Techniques covered include ‘Define, Align and Approve’, the ‘Manage by Process Framework’, the IT/End User Partnership, Proactive Problem Management and more.

• Download the tools and templates to produce the I.T. Vision Statement and multiple Service Review deliverables.

• Build and improve strategic planning skills, as you learn time-saving techniques to become a more productive IT manager or service professional.

• Course enrollment provides lifetime access to all components, with all future updates and additions included.