Previously published as No One of Us is as Strong as all of Us. ""...
the use of a story to illustrate both ITIL(R) process basics and the
inherent implementation challenges makes this a powerful but quick, easy
read."" Susan Schellhase, itSMF USA member Based on the real-life
experiences of the author and other ITSM professionals, Catalogs,
Services and Portfolios - An ITSM success story is a fictional account
of change management surrounding ITSM projects. It tells the story of
ITSM practitioner Chris as he learns how to deal with resistance to
change and overcome inertia in staff behavior. Through his experiences,
readers encounter the common challenges faced when implementing change
in an IT service management context. The 'tips that would have helped
Chris' sections are packed with helpful advice for anyone facing similar
challenges. The narrative style of the book helps readers understand how
to manage resistance to change and the lack of empathy that often exists
between IT and the business it supports. Presenting a realistic overview
of an ITSM implementation, the book is equally suitable for newly
qualified ITIL professionals and as an inspiration for team discussions.
Read this book to learn from Chris's experiences and transform your ITSM
project About the author Daniel McLean is an ITIL consultant with over
20 years' experience in IT. He has spent the last 10 years designing,
implementing and operating processes supporting ITSM. He was also a peer
reviewer during development of the OGC ITIL v3 Service Strategy Best
Practice.
