This paper presents a new and innovative framework for embedding IT Service Management change into organisational culture. The framework is a result of the research commissioned by the Network for Business Sustainability (NBS) and undertaken by Dr. Stephanie Bertels, Daniel Papania and Lisa Papania at Simon Fraser University. This framework will be an invaluable addition to the toolkit of every change leader. The book of the same name that provides in-depth application of the framework to ITSM is available from your local bookstore.
Read the paper – White Paper – Balanced Diversity.