IT Unchained isn’t just a tech book — it’s a journey through the emotional, cultural, and practical realities of IT service management.
Title: IT Unchained: A Journey Beyond Technology Navigating Challenges of IT Service Management a Beginners’ Guide: Part – 1
Author: Chetan G Rajappa
ISBN: 9789363557680
Publisher: Evincepub Publishing
In a world where most books on IT Service Management (ITSM) are technical, theoretical, or filled with complex jargon, IT Unchained by Chetan G Rajappa stands out like a fresh breeze. It is not just another management guide. It is a beautifully crafted story that combines fiction with real-life challenges of working in IT—especially in service delivery and transformation projects. This is a must-read for anyone in the IT industry, especially those who work behind the scenes to ensure smooth functioning of enterprise systems.
The Plot and Setting
The story follows Agastya Raj, a fictional IT professional working for a global company called Bull-Kart. When Bull-Kart’s US headquarters decides to transfer a critical telecom project to its Indian branch in Bangalore, Agastya is brought in to lead the transition. From the very beginning, it is clear that this is not going to be an easy ride.
The book focuses on the human side of IT service management—the people, the emotions, the pressure, the resistance to change, and the small wins that keep everyone going. Agastya is not your perfect corporate hero; he is flawed, uncertain at times, but determined to make a difference. And that is what makes him so relatable.
A Story-Led Approach to Learning
What makes this book unique is how it uses storytelling to teach lessons. The characters feel real—their frustrations, their office politics, their victories and failures. You feel like you know them because you’ve probably met someone like them in your own workplace.
Each chapter adds another layer to the complex world of ITSM. From handling midnight escalations and broken SLAs to facing burnout and shift fatigue, the book doesn’t hide the harsh realities of IT. Instead, it brings them to light with empathy and humour.
Key Themes and Takeaways
1. People Over Process
A big message in this book is that processes and tools are important, but people are more important. IT teams often focus too much on frameworks like ITIL, DevOps, or Agile, without focusing on the team morale or mental well-being. Agastya learns (and teaches) that understanding emotions and culture is key to making any transformation successful.
2. The Power of Communication
The book shows that many problems in IT projects come not from lack of skills, but from poor communication. Agastya’s strength is not just technical knowledge, but his ability to talk, listen, and bring people together.
3. Cultural Clashes and Hybrid Work
The challenges of offshore vs. onshore work, night shifts, and communication across time zones are honestly portrayed. Anyone who has worked in a global IT project will find these parts especially relatable. The book discusses “juniorization”, burnout, and how lack of proper knowledge transfer can cause chaos in delivery.
4. Learning from Failure
One of the strongest aspects of IT Unchained is its focus on learning from setbacks. Whether it is a failed process rollout or an employee quitting unexpectedly, the book shows how every mistake is a chance to learn. It tells you not to fear failure, but to embrace it as part of growth.
Writing Style and Structure
The language of the book is very easy to read. It avoids heavy jargon and instead uses conversational English, making it suitable for beginners, mid-level professionals, and even non-technical readers. The dialogues are witty and often emotional, and the scenes flow naturally.
The book is structured into over 30 chapters, each focusing on a specific aspect of ITSM. Topics range from process design and governance to cultural alignment and team dynamics. There are also several powerful scenes—like the war room meetings, knowledge transfer sessions, and team conflicts—which give a behind-the-scenes view of IT life.
Who Should Read This Book?
- IT Managers and Team Leads: If you are managing delivery or transitions, this book will help you reflect on your leadership style.
- New IT Professionals: If you’re just starting in IT, especially in service roles, this book will give you a realistic picture of the industry.
- Trainers and Educators: You can use this book to make classroom sessions more engaging.
- CXOs and Architects: It helps understand the ground reality of what your teams face daily.
- Anyone who’s worked a night shift, handled escalations, or felt unheard in meetings—you’ll see yourself in these pages.
Strengths of the Book
- Relatable Characters
You’ll feel like the characters are your own teammates. From the frustrated manager to the overworked engineer, they are all painted with honesty. - Emotional Realism
It doesn’t sugarcoat the reality. Burnout, self-doubt, and office politics are shown as part of everyday life. - Blends Fiction with Function
This is not just a story. Every chapter teaches something practical—be it process improvement, team collaboration, or leadership mindset. - Technically Accurate
Without being too complex, the book covers concepts like ITIL, DevOps, knowledge management, automation, and more in a very digestible way. - Cultural Insight
The book captures the Indian work environment beautifully—its energy, chaos, jugaad (quick fixes), and resilience.
Suggestions for Improvement
- Visual Elements: The book could benefit from diagrams or flowcharts at the end of some chapters to reinforce concepts visually.
- Reflection Questions: Adding “Reflect & Apply” sections would help trainers or readers to use it as a workbook.
- Short Summary Points: For busy professionals, quick takeaways after each chapter would be helpful.
Final Verdict
IT Unchained is not just a book. It’s a mirror, as the author rightly says. A mirror that reflects the unspoken challenges, everyday chaos, and silent strength of those who work behind the scenes in IT service delivery.
This is not your typical tech book filled with buzzwords. It is honest, humorous, insightful, and deeply human. If you are part of the IT ecosystem—or even just curious about what it’s really like—this book will move you, teach you, and maybe even inspire you to lead differently.
Above all, IT Unchained is a reminder that change doesn’t happen in strategy decks or glossy reports—it happens in the trenches, among people who care, struggle, and try again.
Buy on Amazon: https://www.amazon.in/dp/9363557685
