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.
More >>
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.
More >>
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