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Improving service management is to embark upon an organizational change programme. Many organizational change programmes fail to achieve the desired results. Successful ITSM requires understanding the way in which work is done and putting in place a programme of change within the IT organization. This type of change is, by its very nature, prone to difficulties. It involves people and the way they work. People generally do not like to change; the benefits must be explained to everyone to gain their support and to ensure that they break out of old working practice s.
Those responsible for managing and steering organizational change should consciously address these softer issues. Using an approach such as John P. Kotter’s Eight Steps To Transforming Your Organization, coupled with formalized project management skills and practices, will significantly increase the chance of success.
Kotter, Professor of Leadership at Harvard Business School, investigated more than 100 companies involved in, or having attempted a complex organizational change programme and identified eight main reasons why transformation efforts fail. Organizational change and these eight steps are discussed in detail later in the publication.
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| Interfaces to other service lifecycle practices | | | Role definitions |