The ITSM Iron Triangle - Incidents, Changes and Problems

When your project is people-dependent, how do you get their buy-in?

Attitudes and behaviour are the biggest barriers to making changes within organisations. 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?

Learn from previous experience

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 Chris deliver the objectives and impress company leadership?

Changing attitudes, working together, finding solutions

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.

By reading this book, you will understand:

• What your colleagues want and how to obtain their support;
• How to communicate your goals in way that inspires, and encourage colleagues to take ownership of relevant parts of the process;
• How to build your own credibility and the importance of measuring and communicating your successes;
• How to communicate about the project to staff at all levels;
• How to identify your clients and keep them happy; and
• The importance of communicating the 'Why', as well as the 'What' and the 'How' of your project.

Contents

1. Change in Assignment;
2. Into the Fire;
3. Turning up the Heat;
4. Searching for the Right Place to Start;
5. Investigating the Wetware;
6. Managing Service Outages;
7. Time to Refocus;
8. The Five Questions;
9. What is that Light at the End of the Tunnel?;
10. Not Everyone Likes Answers;
11. Why Service Outages are like Dandelions;
12. When No One is Around;
13. The Right Thing the Wrong Way;
14. Going Through them Changes;
15. Some Fingers Point and Some Hands Clap;
16. What Have you Done for me Today?