May 2011 Archives

As IT becomes increasingly important to business operations more and more IT organizations are turning to ITIL and other such ITSM frameworks to bring IT under control and provide services that deliver business value. ITIL V3  sums up perfectly what we in IT need to deliver "Value to customers in terms of outcomes they want to achieve without the ownership of specific costs and risks."

Unfortunately, too many  ITSM improvement programs fail. Reports vary, stating that between 70% and 80% fail to deliver value. A Forrester report revealed that 52% fail because of resistance. These failures cause wasted costs and increased business risks. These failures are no longer acceptable.

Paul gives us the "Top 10 Types of Resistance" you had better keep an eye out for. And if you catch yourself resisting with one of these techniques... well, then.

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