IT Unchained - A Journey Beyond Technology Navigating Challenges of IT Service Management A Beginners’ Guide: Part – 1

Author : Chetan G Rajappa

IT UnCHaiNed – A Journey Beyond Technology
By Chetan G. Rajappa

IT UnCHaiNed isn’t just a book—it’s a mirror.
It reflects the hidden struggles, unsung resilience, and unspoken truths behind IT service management in today’s hyper-connected, AI-powered world.
More than a how-to manual or textbook, this novel offers a story-led deep dive into the lived realities of IT transformation—where real change unfolds not in strategy decks, but during midnight escalations, stakeholder standoffs, and moments of quiet human grit.
Written with heart, humor, and technical wisdom, IT UnCHaiNed follows the fictional yet deeply familiar world of Bull-Kart—an enterprise wrestling with legacy baggage, cultural resistance, and modern transformation demands. The book’s protagonist, Agastya Raj, is not your typical hero—he's an accidental change-maker, navigating burnout, chaos, sabotage, and a growing sense of purpose as he learns to lead with empathy and evolve from survival to strategy.
What Makes IT UnCHaiNed Stand Out

• Fiction Meets Function
Blends a compelling narrative with real-world transformation lessons—ideal for professionals who learn best through lived experience and reflection.

• Relatable Conversations & Characters
No jargon-filled lectures—just sharp, witty, emotional dialogues between people you’ve worked with (or been).

• ITSM Reality Check
Explores the truth behind hybrid culture, agentic AI, broken SLAs, shift fatigue, juniorization, and team morale—without sugarcoating the experience.

• Emotionally Grounded, Technically Sound
Covers modern frameworks like DevOps, automation, and continuous improvement, while honoring the emotional labor behind every ticket, escalation, and migration.

• Built for Learning & Leadership
Perfect for team retrospectives, leadership book clubs, onboarding journeys, and ITSM coaching workshops.

Who Should Read This Book?
• IT Managers, Program Leads & Change Agents
• Seeking to drive meaningful transformation beyond just processes and tools.
• Service Desk Engineers & Delivery Teams
• Looking for validation, encouragement, and a story that feels like theirs.
• Educators, Trainers & Coaches
• Wanting to make service management real, human, and engaging in the classroom or boardroom.
• Startups, CXOs & Transformation Architects
• Curious about how AI, culture, and chaos collide in the modern enterprise.
Inside the Pages
• Crisis war rooms and cultural clashes
• Automation gone rogue and tribal knowledge traps
• AI-powered ticketing, broken expectations, and empathy gaps
• Conversations that are funny, painful, and painfully true
• The kind of wisdom that doesn’t show up in certifications

“A must-read for anyone who’s ever been on-call, in a war room, or caught between the ticket and the transformation.”