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Catalogs, services and portfolios : an ITSM success story / Daniel McLean

Author
McLean, Daniel (ITSM Consultant)
Published
Ely, Cambridgeshire, U.K. : IT Governance Pub., 2014.
Norwood, Mass. : Books24x7.com [generator]
Physical Description
1 online resource
Additional Creators
McLean, Daniel (ITSM Consultant).
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Contents
1: Don't Fall Under the Bus -- 2: Strange Bedfellows -- 3: Don't Confuse me with Facts -- 4: Blind me with Science -- 5: The Joy of Conflicts -- 6: Masters of the Universe -- 7: How Hard Can it Be? -- 8: Chow Fun -- 9: Help I Need Something -- 10: Don't Peek Behind the Curtain -- 11: Know What you Don't Know -- 12: A Fool With a Tool is Still a Fool -- 13: Boiling the Ocean, a Spoonful at a Time -- 14: Change is Hard -- 15: No Good Deed Goes Unpunished.
Summary
High-performing IT organizations know that success is more dependent on transforming behaviour than on the state of their technology. They have learned how to adapt behaviours to meet new challenges as effectively as they would change technology. Based on the real-life experiences of the author and other ITSM professionals, this book 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 behaviour. 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. This book shows how the leading ITSM practitioners are able to: Deal with situations where being right doesn't mean success; Survive management pressure as others get fired around them; Build credibility in the face of doubt and mistrust from their peers; Separate good advice from bad. Ideal for newly trained ITIL practitioners: 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. --
Subject(s)
ISBN
9781849285681
9781849285674
1849285675
9781849285865 (e-book)
1849285861 (e-book)
9781849285704 (electronic bk.)
1849285705 (electronic bk.)
Note
Previously published in 2012 under title: No one of us is as strong as all of us.
Title from title screen.
View MARC record | catkey: 43656358