No One of Us is as Strong as All of Us : Services, Catalogs and Portfolios
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. The narrative style of the book will help readers understand resistance to change and the lack of empathy that exists between IT and the business it supports. It illustrates through dialog the discovery of the value of ITIL processes and is an ideal book for newly trained ITIL practitioners, making for a great team discussion tool.
- Electronic book text | 189 pages
- 23 Aug 2012
- IT Governance Publishing
- United Kingdom
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.
Table of contents
Introduction 9 Chapter 1: Don't Fall Under the Bus 10 Chapter 2: Strange Bedfellows 26 Chapter 3: Don't Confuse me with Facts 35 Chapter 4: Blind me with Science 46 Chapter 5: The Joy of Conflicts 56 Chapter 6: Masters of the Universe 66 Chapter 7: How Hard Can it Be? 77 Chapter 8: Chow Fun 88 Chapter 9: Help I Need Something 102 Chapter 10: Don't Peek Behind the Curtain 117 Chapter 11: Know What you Don't Know 128 Chapter 12: A Fool With a Tool is Still a Fool 143 Chapter 13: Boiling the Ocean, a Spoonful at a Time 159 Chapter 14: Change is Hard 168 Chapter 15: No Good Deed Goes Unpunished 177 ITG Resources 186