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Why is change management so difficult? Especially in IT? The author says IT service management (ITSM) and IT outsourcing (ITO) face the same challenge: "IT people try to manage change, which has a heavy emotional component, when they are not good at managing emotional things at all." The author shows that ITSM installations generally fail when the company can't handle the core issue of dealing with change. He posits it's the same thing with ITO. The author says when companies try to implement ITIL (Information Technology Infrastructure Library) for the first time, they often discover that managing change in people's behavior, culture, and organization is a key competency that's missing.
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