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210123 ||| eng |
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|a 1849285683
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| 020 |
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|a 9781849285681
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| 020 |
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|a 9781849285861
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| 020 |
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|a 1849285861
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| 050 |
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4 |
|a HD30.2
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| 100 |
1 |
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|a McLean, Daniel
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| 245 |
0 |
0 |
|a Catologs, services and portfolios
|h [electronic resource]
|b an ITSM success story
|c Daniel McLean
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| 260 |
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|a Ely, Cambridgeshire, UK
|b It Governance Pub.
|c 2012
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| 300 |
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|a 1 v.
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| 653 |
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|a COMPUTERS / General / bisacsh
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| 653 |
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|a Information technology / Management / local
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| 653 |
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|a Information technology / Management / http://id.loc.gov/authorities/subjects/sh2008006980
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| 653 |
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|a Information technology / Management / fast
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| 653 |
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|a Information technology / Management
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| 653 |
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|a Technologie de l'information / Gestion
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| 041 |
0 |
7 |
|a eng
|2 ISO 639-2
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| 989 |
|
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|b OREILLY
|a O'Reilly
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| 776 |
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|z 1849285675
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| 776 |
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|z 9781849285865
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| 776 |
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|z 9781849285861
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| 776 |
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|z 1849285683
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| 776 |
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|z 9781849285674
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| 776 |
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|z 9781849285681
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| 776 |
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|z 1849285683
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| 776 |
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|z 1849285861
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| 856 |
4 |
0 |
|u https://learning.oreilly.com/library/view/~/9781849285681/?ar
|x Verlag
|3 Volltext
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| 082 |
0 |
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|a 658
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| 082 |
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|a 004.068
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| 520 |
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|a High-performing IT organizations know that success is more dependent on transforming behaviour than on the state of their technology. They have learned how to adapt behaviours to meet new challenges as effectively as they would change technology. Based on the real-life experiences of the author and other ITSM professionals, this book is a fictional account of change management surrounding ITSM projects. It tells the story of ITSM practitioner Chris as he learns how to deal with resistance to change and overcome inertia in staff behaviour. Through his experiences, readers encounter the common challenges faced when implementing change in an IT Service Management context. The 'tips that would have helped Chris' sections are packed with helpful advice for anyone facing similar challenges. This book shows how the leading ITSM practitioners are able to: Deal with situations where being right doesn't mean success; Survive management pressure as others get fired around them; Build credibility in the face of doubt and mistrust from their peers; Separate good advice from bad. Ideal for newly trained ITIL practitioners: The narrative style of the book helps readers understand how to manage resistance to change and the lack of empathy that often exists between IT and the business it supports. --
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