Catalogs, Services and Portfolios – an ITSM success story

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

Contents

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