Catalogs, Services and Portfolios: an Itsm Success Story

Previously published as No One of Us is as Strong as all of Us. "... 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 Based on the real-life experiences of the author and other ITSM professionals, Catalogs, Services and Portfolios - An ITSM success story is a fictional account of change management surrounding ITSM projects. It tells the story of ITSM practitioner Chris as he learns how to deal with resistance to change and overcome inertia in staff behavior. Through his experiences, readers encounter the common challenges faced when implementing change in an IT service management context. The 'tips that would have helped Chris' sections are packed with helpful advice for anyone facing similar challenges. The narrative style of the book helps readers understand how to manage resistance to change and the lack of empathy that often exists between IT and the business it supports. Presenting a realistic overview of an ITSM implementation, the book is equally suitable for newly qualified ITIL professionals and as an inspiration for team discussions. Read this book to learn from Chris's experiences and transform your ITSM project About the author Daniel McLean is an ITIL consultant with over 20 years' experience in IT. He has spent the last 10 years designing, implementing and operating processes supporting ITSM. He was also a peer reviewer during development of the OGC ITIL v3 Service Strategy Best Practice.