The Quantum Age of IT: Why everything you know about IT is about to change

FOREWORD

I met Charlie in early 2008 as part of a major IT transformational effort on Service Management I was leading at The Capital Group Companies, Inc. Although the practices of IT Infrastructure Library (ITIL^®) and IT Service Management themselves weren’t revolutionary, I realized that getting the IT team aligned in how these practices were going to be applied, and how we were going to deliver services differently to the enterprise was more about people than about tools and processes. It was critically important that I didn’t underestimate the amount of organizational change leadership that would be needed to move the IT organization forward – giving up fragmented and numerous past processes, homegrown or massively customized tools used ...