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Attitudes and behavior are the biggest barriers to making changes within organizations. 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?
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 he deliver the objectives and impress company leadership?
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.
Daniel McLean has worked in IT for more than 20 years, and for more than ten years he 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 organization. Daniel has developed and delivered customized ITIL courseware to a number of organizations and was a peer reviewer during the development of the ITIL 2007 v3 Service Strategy element of the ITIL framework. He holds many honors in IT and related areas.
