When you need to turn down an IT request from stakeholders – can you share any particular phrasing, timing, or context-setting methods that have helped stakeholders understand and accept your decision while maintaining their trust and collaboration?

Having a clear list of priorities is vital. When new requests come in, it's helpful to understand the underlying goals and reasons. Often, requests are prescriptive, but by digging deeper, we can determine if they're truly necessary or if they might lead to technical debt. Sometimes, requests evolve or disappear once stakeholders understand the broader implications. Engaging stakeholders in weighing new requests against existing priorities is beneficial. It's about getting to the root of what they want to achieve and ensuring it aligns with the organization's goals.

We have a core set of long-term strategic priorities that guide our decisions. It's essential to ensure any new work aligns with these priorities. When new requests come in, it's crucial to assess if they fit within the agreed strategic priorities.

Timing and context-setting are crucial. It's important not to delay saying no. In my regular updates with stakeholders and managers, I first address the requests I have denied or cannot commit to. This approach ensures their attention is drawn to the limitations before moving on to accomplishments and immediate focus items. This sets the tone for the meeting and provides clarity on what requests are being addressed and what are not.

We follow Agile methodology, which includes quarterly planning ceremonies. These ceremonies involve key stakeholders, product owners, operations teams, development teams, and others. During these sessions, we set priorities for the quarter and ensure the work is aligned with the team's bandwidth. This process reinforces prioritization and invites discussions for trade-offs when new requests arise. Referring to the quarterly planning helps align the organization with the focus items and reinforces prioritization.