Fresh from tackling incidents, changes and problems in The ITSM Iron Triangle, Chris is back in this fantastic follow-up title. High-performing IT organizations know success is more dependent on transforming behaviors than on the state of their technology. They've learned how to change behaviors as effectively as they change technology. Your success depends on mastering the toughest task in business - transforming people's behavior. This innovative fictionalized narrative builds on real-life experiences of people just like you and the daily ITSM challenges you encounter. See how they: * Dealt with situations where being right didn't mean success * Survived management pressure as others were fired around them * Built credibility in the face of doubt and mistrust from their peers * Separated good advice from bad. Read the book to learn from their mistakes and replicate their successes! This book, '...ensures we understand the interpersonal aspects often overlooked as we focus on design and implementation of new tools and processes rather than change in behavior ...The use of a story to illustrate both ITIL process basics and the inherent implementation challenges makes this a powerful but quick, easy read.
' (Susan Schellhase, itSMF USA member) This book will transform your career! About the author Daniel McLean has more than 20 years' IT experience. His consultancy focuses on turning ITSM best practices into practical operational success. Daniel was a peer reviewer during the development of the OGC ITIL v3 Service Strategy element of the ITIL framework. He is the author of The ITSM Iron Triangle: Incidents, Changes and Problems and holds many honors in IT and related areas.
Publisher: IT Governance Publishing