Behind the Book: A Q&A with Rina Brahmbhatt, Author of The ITSM Playbook – Build a Future-Proof Tech Career in IT Service Management

By Helen Clarke - ITIL Master, Ambassador and Founder of The Power of ITSM

Introduction

I recently had the opportunity to sit down with Rina Brahmbhatt, the newly published author of The ITSM Playbook – Build a Future-Proof Tech Career in IT Service Management. In this exclusive Q&A, Rina shares what inspired her to write the book, how it helps professionals navigate the evolving ITSM landscape, and her best advice for anyone looking to build a rewarding, future-ready career in technology.

Q1: What inspired you to write this book?

Rina: Honestly, it was my own journey. I started my career behind the counter at a Post Office, feeling completely locked out of the tech world. It was only by accident that I discovered this “hidden half of tech” — the massive, essential world of IT Service Management that keeps businesses running.

I wrote The ITSM Playbook because it’s the book I wish I had back then. It’s the map for everyone who knows they have the talent but doesn’t see a clear path into a rewarding, future-proof tech career.

Q2: Who is this book for?

Rina: I wrote it for two people I’ve met hundreds of times over my 20-year career.

First, “The Ambitious Beginner” — the intelligent, driven person stuck in a non-tech role because they think they need to be a coder. This book is their step-by-step plan to get their foot in the door.

Second, “The Stalled Professional” — a competent technical expert whose career has hit a ceiling. They’re great at their job but get passed over for leadership roles. This book helps them translate their technical skills into strategic business value and finally get the recognition they deserve.

Q3: What are the key ITSM skills every professional should focus on today?

Rina: Beyond the essential technical and framework knowledge, the skills that truly create a six-figure career are the ones AI can’t replicate. I focus on three in the book:

1. Business Acumen – The ability to stop talking about technical details and start speaking the language of business value. How does your work impact revenue, risk, and reputation?

2. Empathetic Communication – Understanding the user’s frustration and communicating a solution clearly and kindly. It’s the “service” part of service management.

3. Strategic Influence – Building a business case, navigating corporate politics ethically, and getting your best ideas heard and approved.

   
   

Q4: How does your book help someone map out their ITSM career?

Rina: It acts as a career GPS. First, it reveals the diversity of roles in the field — not just the service desk. I break down over 50 distinct roles, from Problem Manager to Business Relationship Manager, so readers can see all the possible destinations.

Second, it introduces a framework I call the “Ladder of Influence,” which shows the concrete steps required to move from a junior, tactical role to a senior, strategic one. It’s practical and filled with real-world scenarios, not just theory.

Q5: Can you share one actionable tip for someone looking to advance in ITSM quickly?

Rina: For the next 30 days, every time you complete a task, ask yourself: “How can I describe the business value of what I just did?”

Stop saying, “I reset the password.” Start saying, “I enabled a sales team member to get back into the system, allowing them to close a deal.” Framing your work in terms of impact is the fastest way to change how leaders perceive your contribution.

Q6: What’s a common misconception about ITSM careers?

Rina: The biggest misconception is that a low-skill “help desk” job is a dead end. That’s like saying the entire field of medicine is just the receptionist at the doctor’s office.

The service desk is a critical entry point — the gateway to a massive, complex professional ecosystem. ITSM is the strategic backbone of the modern enterprise, offering dozens of specialized, high-paying career paths essential to business operations.

Q7: Are there any trends in ITSM that new professionals should watch?

Rina: Absolutely. The two biggest are AI Integration and Enterprise Service Management (ESM) expansion.

AI won’t replace ITSM professionals; it will empower them by handling repetitive tasks, freeing humans to focus on complex problem-solving and strategic work.

ESM, on the other hand, applies ITSM principles to other departments like HR, Finance, and Facilities. This trend is creating massive new opportunities for ITSM professionals to become service delivery experts across the organization.

Closing Thoughts

Thank you, Rina Brahmbhatt, for sharing your expertise and insights!

If you’re interested in building a successful career in IT Service Management, check out The ITSM Playbook – Build a Future-Proof Tech Career in IT Service Management for a complete roadmap, practical tips, and actionable advice.

📘 Get your copy at: www.itsmplaybook.com