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The ABC’s of Translating ITIL® & ITSM Knowledge into Results

14th of April 2015

At Pink Elephant our experience shows that IT Service Management (ITSM) projects most often fail because the required organisational and behavioural changes were not accomplished.  The tangible tasks of sending people to ITIL education classes, creating process documents, and configuring service management tools are the easy blood pressure part.

To succeed, however, organisations need to manage what could be a major change to existing Attitudes, Behaviors and Cultural norms (ABC)

This paper provides an overview of the ABC of ICT white paper produced by GamingWorks and written by Paul Wilkinson.


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