Idwell on Service Management

Thoughts on how to design and implement IT Service Management


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Some cultural change principles I have learned

Here are a few things I seem to be saying a lot lately, while immersed in driving DevOps transformations. 1) Patience patience patience. Some people have to see and feel it to believe it. It takes years to change a corporate culture, to bring everyone along. 2) Evolution not revolution.

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Will the ABC Iceberg Sink YOUR ITSM Initiative?

I was recently invited to a BCS event to conduct an Attitude, Behavior, Culture (ABC) workshop showing how ABC (part of the ITIL practitioner toolkit) is STILL the number one success, or more commonly “fail factor,” in IT service management (ITSM) improvement programs.

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Build Culture by Building Habits

The culture within an organization isn’t built overnight. It doesn’t happen after that great employee conference you just had. It happens methodically over time. Culture isn’t an event; it is a process. As with anything worthwhile in life, it requires consistent effort.

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