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.