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The ITSM Iron Triangle

Book Description

When your project is people-dependent, how do you get their buy-in?

Attitudes and behavior are the biggest barriers to making changes within organisations. IT process implementation is no different. How do you do it? What is the key? What are the pitfalls?

Meet Chris. Chris is assigned a seemingly impossible task - a problem that many previous project managers couldn't fix. Will Chris go the way of previous project managers and be 'given the opportunity to be more successful elsewhere' - or will Chris deliver the objectives and impress company leadership?

Find the keys

For this project to be successful, Chris needs to change the way colleagues and superiors approach the problem. Learn from the successes - and mistakes - as you join in the search for workable solutions and attempts to bring colleagues and superiors on board.

Unlock the secrets

This innovative work of fiction demonstrates how ITILĀ® best practice can ensure the success of your IT process implementation projects. It is based on real-life, up-to-date situations and offers vital strategies to implement the most important aspects of ITIL into your business and to tailor them to your organisation's particular needs.

You will understand:

  • your colleagues and how to obtain their commitment to your objective
  • how to communicate your goals in a way that will enthuse others
  • how to build your own credibility
  • some of the pitfalls to avoid when dealing with leadership, peers and subordinates
  • how to encourage others across the organisation to take ownership of aspects of the process
  • the difference between 'knowledge' and 'solutions'
  • who your clients are and how to ensure they are happy
  • the importance of communicating the 'Why', as well as the 'What' and the 'How'
  • the importance of measuring and communicating your successes!