I have to agree that the Organization Change Management is the toughest part of implementing good Service Management and it starts and ends with communication but it also has to include the attitides (a lot of this), behavior, and culture. In order to overcome the ABC's you have to train the folks in the processes, involve them in the development of the porcess, incentivize correctly, then retrain, retrain, and retrain folks that the new processes are the way of the future and if that isn't or can't or won't be someone's way then they should be given the freedom to find thier way.

I am very much encouraged that the priSM credential has been created to help foster improvement and credentialling of Service Managemetn professionals (see http://theprisminstitute.org/Global_priSM_I/Global_priSM_Institute.html). Hopefully it will continue to foster continual improvement in the education of Service Management professionals.