If you're in a "production" role in IT you get a steady stream of requests to do work. Users need permissions granted, changes deployed, help figuring out a way to avoid deadlocks, and more. Plus there are the requests generated from within IT for upgrades, patching, and all the other housekeeping required to keep things running. Responding to those isn't all we do of course, but it's a big part of it, and so we become very request driven.

Depending on the workload and our attitude, we can see those requests as a burden, an opportunity, maybe even both! Sometimes it feels like those requests get in the way of doing real work, but it can be satisfying to solve a problem and close out a ticket, and perhaps more satisfying when we know that we’ve done our part to help the user move closer to completion on their own task.

The downside to providing great service is that we get interrupted a lot, to the point that it’s all too easy to give up on doing any kind of proactive work because you just know you’ll get interrupted. The problem can get worse because you’re often using a small subset of your skills to satisfy those recurring requests. Combine the two and it’s a recipe for stagnation all while being perceived as doing a great job.

We can’t do much to control the work we’re given or the expectations about time to get it done. So how do we avoid stagnation and becoming a reactionary? Here’s my list:

• Review our time management skills and approach once or twice a year. It’s easy to fall into the inbox-is-my-life mode.
• Schedule time daily to stay in touch with the profession and schedule time every week or two to spend 30 minutes building or refreshing technical skills
• Write down a description of what you really do once a year. Is that going to get you the next job? If not, what can you do to change what you really do?

I’ve fallen into this trap more than once. It’s easy to do when you’re tired, stressed, maybe even demotivated. It’s not that hard to get back on track, but realizing you’re off track usually only happens after a long weekend or a vacation when you have time to think and not just do. Remember you don’t have much control over the work you’re given, but you have a lot of control over how you manage and sustain your skills. Work on the stuff you can control.