Second book on consulting that I purchased this week: Cracked It!
If you’ve ever been handed a vague, high-pressure problem like “fix customer satisfaction,” “reduce IT incidents,” or “improve business performance,” you already know the hardest part isn’t the solution—it’s figuring out where to start.
That’s exactly where Cracked It! stands out.
Written by Bernard Garrette, Corey Phelps, and Olivier Sibony, this book is one of the most practical, hands-on guides to structured problem solving available today. It doesn’t just explain concepts—it shows you how to think, step by step, the way top consultants do when faced with messy, ambiguous challenges.
For IT professionals, ServiceNow consultants, business analysts, and anyone working in complex environments, Cracked It! offers a toolkit that is both accessible and immediately applicable.
What Is Cracked It! About?
At its core, Cracked It! is about breaking down complex problems into manageable pieces and solving them systematically.
The authors present a clear, repeatable approach built around three key phases:
- Frame the problem correctly
- Analyze it with structure and logic
- Synthesize and communicate a solution
While this may sound similar to other consulting books, what makes Cracked It! different is its focus on real-world ambiguity. It assumes you’re not given clean data, clear goals, or perfect conditions—and teaches you how to navigate that uncertainty.
Why This Book Is Different (And Better for Real Work)
1. It Starts with Messy, Real Problems
Many problem-solving books begin with neat, clearly defined scenarios. Cracked It! does the opposite.
It throws you into situations like:
- “Customer satisfaction is declining—why?”
- “A business unit is underperforming—what should we do?”
- “An IT platform isn’t delivering value—what’s wrong?”
These are the kinds of problems consultants and IT professionals deal with daily.
The key insight:
Most real problems are poorly defined—and that’s where the real work begins.
2. Problem Framing Is Treated as a Skill (Not a Step)
One of the strongest sections of the book focuses on problem framing—turning a vague issue into a structured, solvable question.
For example:
Bad problem statement:
- “Users hate the system”
Better problem statement:
- “User satisfaction dropped from 85% to 60% over 6 months due to usability issues, slow performance, and inefficient workflows”
This shift is powerful because:
- It clarifies the goal
- It identifies measurable outcomes
- It aligns stakeholders
In IT and ServiceNow environments, this is critical. Many projects fail because teams jump straight into solutions without clearly defining the problem.
3. Structured Thinking Without Overcomplication
Unlike some consulting books that lean heavily on jargon, Cracked It! keeps things simple and usable.
The authors introduce tools like:
- Issue trees
- Hypothesis-driven thinking
- Prioritization frameworks
But they present them in a way that feels practical, not academic.
For example, instead of overwhelming you with theory, they show how to break a problem like “high incident volume” into:
- Volume drivers (more users, more systems)
- Process issues (misrouting, poor categorization)
- Recurring problems (repeat incidents)
This kind of structured thinking helps you avoid:
- Guessing
- Overanalyzing
- Missing key drivers
4. Hypothesis-Driven Problem Solving (Think Like a Consultant)
A major strength of the book is its emphasis on hypothesis-driven thinking.
Instead of analyzing everything, you:
- Form a hypothesis
- Test it with data
- Refine your understanding
For example:
“Most incidents are caused by a small number of recurring issues.”
You then validate this using data. If true, you focus your efforts there.
This approach:
- Saves time
- Focuses analysis
- Drives faster results
In IT consulting, this is a game-changer. Without it, teams often get stuck in endless analysis without clear direction.
5. Prioritization: Solving the Right Problems First
Not all problems are worth solving equally.
Cracked It! emphasizes the importance of prioritization, encouraging readers to focus on high-impact areas.
For example:
- Automating password resets → High impact, low effort
- Rebuilding an entire platform → High effort, longer-term
By focusing on what matters most, you can deliver quick wins while building momentum for larger changes.
This aligns perfectly with real-world consulting, where time, budget, and resources are always limited.
6. From Analysis to Insight (The Real Skill)
Many professionals are good at gathering data—but struggle to turn it into meaningful insights.
Cracked It! teaches you how to:
- Identify patterns
- Connect causes and effects
- Translate data into actionable recommendations
For example:
Analysis:
- “Incidents increased by 20%”
Insight:
- “Incidents increased because 3 recurring issues account for 60% of volume, and no problem management process is in place to resolve them permanently”
This ability to generate insight is what separates:
- A technician
- From a consultant
7. Communication That Drives Action
The final step in the Cracked It! approach is communication.
The authors stress that:
A great solution is useless if it isn’t understood or accepted.
They encourage:
- Clear, structured messaging
- Focusing on key insights
- Tailoring communication to the audience
In practice, this means:
- Leading with the answer
- Supporting it with data
- Keeping it concise
This is especially important when presenting to executives or stakeholders who don’t want technical detail—they want clarity and confidence.
Real-World Application: Why IT Professionals Should Read This
Although Cracked It! is not IT-specific, its framework maps perfectly to real-world scenarios.
Example: Improving a ServiceNow Implementation
Problem:
Users are dissatisfied, and incident volume is high.
Using the book’s approach:
- Frame the problem
- Define specific issues (volume, satisfaction, SLA performance)
- Break it down
- UX issues
- Process inefficiencies
- Recurring incidents
- Analyze
- Identify top drivers of incidents
- Review workflow bottlenecks
- Prioritize
- Focus on high-impact fixes (automation, routing improvements)
- Solve
- Implement self-service
- Improve categorization
- Introduce problem management
- Communicate
- Present clear recommendations and expected outcomes
This structured approach transforms a vague problem into a clear, actionable plan.
Strengths of Cracked It!
Highly Practical
The book focuses on real-world application, not just theory.
Easy to Understand
Concepts are explained clearly without unnecessary jargon.
Relevant Across Industries
Works for IT, consulting, business, and more.
Strong Focus on Ambiguity
Prepares you for messy, real-life problems.
Limitations to Consider
Less Depth Than Some Consulting Books
It’s more accessible but slightly less detailed than advanced frameworks.
Requires Practice
You won’t master the approach without applying it.
Not Technical
It teaches thinking, not technical execution.
Who Should Read Cracked It!?
This book is ideal for:
- ServiceNow consultants and IT professionals
- Business analysts and project managers
- Engineers moving into strategic roles
- Anyone dealing with complex, ambiguous problems
If your job involves:
- Diagnosing issues
- Making decisions
- Presenting solutions
…this book will make you significantly more effective.
Final Verdict: Is Cracked It! Worth It?
Absolutely.
Cracked It! is one of the best entry points into consulting-style problem solving. It strikes a perfect balance between:
- Simplicity and depth
- Theory and application
- Structure and flexibility
It won’t make you an expert overnight—but it will give you a framework you can use immediately.
What makes it great:
- Practical and easy to apply
- Focused on real-world problems
- Strong emphasis on structured thinking
- Not as deep as advanced consulting texts
- Requires consistent practice to master
💡Final Thought
Most people try to solve problems by working harder or faster.
Cracked It! teaches you something far more valuable:
How to think clearly when everything around you is unclear.
And in today’s complex, fast-moving world, that skill is not just useful—it’s essential.