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Catalogs, Services and Portfolios - an ITSM success story

Catalogs, Services and Portfolios – an ITSM success story

SKU: 3912
Authors: Daniel McLean
Publishers: IT Governance Publishing
Format: PDF
ISBN13: 9781849285681
Pages: 191
Published: 03 Apr 2014
Availability: Now available
Format: ePub
ISBN13: 9781849285698
Pages: 191
Published: 03 Apr 2014
Availability: Now available
  • Engaging fictional account of an ITSM implementation based on real life scenarios.
  • Written in clear narrative style, helping readers understand how to manage change in everyday ITSM projects.
  • Ideal for newly qualified ITIL professionals and as an inspiration for team discussions.

Price: £29.95

ITSM implementation based on real-life events

Catalogs, Services and Portfolios – an ITSM success story is a fictional account of change management surrounding ITSM projects, but is based on real events.

It tells the story of ITSM practitioner Chris as he learns how to deal with resistance to change and overcome inertia in staff behaviour. Through his experiences, readers encounter the common challenges faced when implementing change in an IT Service Management context. Readers can learn from these real-life scenarios, and from the ‘tips that would have helped Chris’ sections packed with helpful advice for anyone facing similar challenges.

Learn the good habits of leading ITSM practitioners

The book shows you how to:

  • Deal with situations where being right doesn’t mean success
  • Survive management pressure as others fail
  • Build credibility in the face of doubt and mistrust from your peers
  • Separate good advice from bad


  1. Don't Fall Under the Bus
  2. Strange Bedfellows
  3. Don't Confuse me with Facts
  4. Blind me with Science
  5. The Joy of Conflicts
  6. Masters of the Universe
  7. How Hard Can it Be?
  8. Chow Fun
  9. Help I Need Something
  10. Don't Peek Behind the Curtain
  11. Know What you Don't Know
  12. A Fool With a Tool is Still a Fool
  13. Boiling the Ocean, a Spoonful at a Time
  14. Change is Hard
  15. No Good Deed Goes Unpunished
About the author

Daniel McLean

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.

Customer Reviews

(4.00)stars out of 5
Number of reviews: 1
1. on 17/09/2014, said:
4 stars out of 5
…the use of a story to illustrate both ITIL® process basics and the inherent implementation challenges makes this a powerful but quick, easy read.
Showing comments 1-1 of 1
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