The ITSM Iron Triangle - Incidents, changes and problems

Attitudes and behaviour 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? It is one thing to be told how to do these things, but wouldn’t it be better to hear how someone else has handled similar problems?

Meet the book’s hero, 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?

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.

By reading this book, you will understand:

• what your colleagues want and how to obtain their support
• how to communicate your goals in way that inspires, and encourage colleagues to take ownership of relevant parts of the process
• how to build your own credibility and the importance of measuring and communicating your successes
• how to communicate about the project to staff at all levels
• how to identify your clients and keep them happy
• the importance of communicating the 'Why', as well as the 'What' and the 'How' of your project.

Get practical tips and key strategies to implement ITIL into your business.