The ITSM Iron Triangle: Incidents, Changes and Problems (Softcover)

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

Attitudes and behavior are the biggest barriers to making changes within organizations. 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 ITIL® 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 organization’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 organization 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!

What others are saying about this book ...

'... a thought-provoking story, full of illustrations of the real-world conversations, objections, politics and emotions that pose the greatest challenges to successful ITSM implementations... This book would be ideal for practitioners who have completed their ITIL Foundation training and so are somewhat familiar with these three critical ITIL processes, and are ready to use this newfound knowledge in the real world. But even the experienced might benefit from the reminders highlighted at the end of each chapter in “Tips that would have helped Chris"... This is an extremely quick read, and one I found hard to put down'

Susan Schellhase, itSMF USA Member

About the author

Daniel McLean has worked in IT for more than 20 years, and for more than ten years has been designing, implementing and operating processes to support ITSM. His work focuses on bringing the best practices from the ITSM Standards into practical operational processes that are tailored to the needs of the particular organization. Daniel has developed and delivered customized ITIL courseware to a number of organizations and was a peer reviewer during the development of the ITIL 2007 v3 Service Strategy element of the ITIL framework. He holds many honors in IT and related areas.

This book will transform your ITIL management processes!

Order your copy of The ITSM Iron Triangle Today!!!

Author: Daniel McLean
Publisher: IT Governance Publishing
ISBN:9781849283175

Pages: 196
Format: Softcover
Launch Date: 5 January 2012
Availability: In Stock

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