Decades of experience teach us that IT service management programs are really people-change initiatives, but that they are frequently mistaken for ITSM tool implementations or process documentation projects.
—Troy DuMoulin, Vice President of Research at Pink Elephant1
IT help desk teams have long been mesmerized by the advertised benefits of the latest ticketing system, showcased to bring order to the chaotic mess in IT departments and to vex relationships with colleagues calling for assistance.
This chapter describes the context in which many IT managers ...
