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The ITSM Iron Triangle: Incidents, Changes and Problems

The ITSM Iron Triangle - Incidents, Changes and Problems

SKU: 3721
Authors: Daniel McLean
Publishers: IT Governance Publishing
Format: Adobe eBook
ISBN13: 9781849283182
Pages: 188
Published: 05 Jan 2012
Availability: Always Available
Format: Adobe ePub
ISBN13: 9781849283199
Pages: 196
Published: 05 Jan 2012
Availability: In Stock
Format: Softcover
ISBN13: 9781849283175
Pages: 196
Published: 05 Jan 2012
Availability: In Stock
  • An innovative work of business fiction demonstrating how ITIL® best practice can ensure the success of your IT process implementation projects.
  • Based on real-life, up-to-date scenarios to validate your own experience.
  • Offers practical tips and key strategies to implement ITIL into your business and to tailor it to your needs.

Buy now, pay later! Enjoy the benefits of paying by purchase order with an IT Governance corporate account.  Apply online today or call our service centre team on +44 (0)333 800 7000. 

Price: £29.95


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

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?

Learn from previous experience

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?

Changing attitudes, working together, finding solutions

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


  1. Change in Assignment
  2. Into the Fire
  3. Turning up the Heat
  4. Searching for the Right Place to Start
  5. Investigating the Wetware
  6. Managing Service Outages
  7. Time to Refocus
  8. The Five Questions
  9. What is that Light at the End of the Tunnel?
  10. Not Everyone Likes Answers
  11. Why Service Outages are like Dandelions
  12. When No One is Around
  13. The Right Thing the Wrong Way
  14. Going Through them Changes
  15. Some Fingers Point and Some Hands Clap
  16. What Have you Done for me Today?

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 organisation. Daniel has developed and delivered customized ITIL courseware to a number of organisations and was a peer reviewer during the development of the ITIL 2007 v3 Service Strategy element of the ITIL framework. He holds many honours in IT and related areas.

Buy the ITSM Iron Triangle and learn practical tips and key strategies to implement ITIL into your business.

Customer Reviews

(4.50)stars out of 5
# of Ratings: 4
1. on 30/10/2015, said:
5 stars out of 5
quick, easy to read, read in about 2 hours. make you think about your experiences, pickup if your org needs real insight on how to approach itil, in small defined bites.
2. on 17/09/2014, said:
4 stars out of 5
... 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
3. on 17/09/2014, said:
4 stars out of 5
Quick, easy to read, read in about 2 hours. Makes you think about your experiences - pickup if your organisation needs real insight on how to approach ITIL, in small defined bites.
4. on 13/11/2013, said:
5 stars out of 5
The ITSM Iron Triangle is an excellent book for readers wanting to implement ITIL for the first time. The book is written in a story format that is easy to understand and walks through the process of setting up and establishing incident management, problem management, and change management as seen through the eyes of “Chris”. This book is not an instructional guide on “how to”, but a look at the everyday challenges of trying to establish the main principles of Service Operation. The book starts with Chris being told by the CIO that his new assignment is to fix the issues arising from continual outages and he is given 30 days to show progress towards that goal. The only previous ITIL training that he has had is the ITIL Foundation Course with no real world experience in applying what he has learned. At the end of every chapter there are tips that would have helped in making the previous area of implementation easier. Each chapter walks through a different process in the initial implementation stage. It begins with the first outage and how to handle yourself under pressure. It then goes in to choosing the portions of best practices that best apply to your situation and the different ways to get buy in for your changes. Most times one of the greatest challenges to making change in a company is people’s natural aversion to change. This book shows how Chris handled these issues with Senior Management down to individual teams, which proved critical to the success of the new ITSM processes. Throughout the book Chris not only is able to create a working incident management process but also gets buy-in from other stakeholders and implement problem and change management. I would recommend this book to anyone looking to implement ITSM practices in their company for the first time and are not sure where to start. The book is very easy to read and is filled with useful information and tips.
Showing comments 1-4 of 4
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