Implementing ITSM is as much an educational and change management task as a technology task; to ensure its success, IT executives must obtain executive and broad organizational support, engage IT staff responsible for both managing and executing ITSM processes, and overcome resistance to change.

It's also critical that the organization addresses its competencies, rather than merely skills, and ensure that the changes it implements are internalized.

This white paper describes critical steps IT executives must take to prepare for change and manage an ITSM implementation to maximize its value and ensure that it achieves the full transformational effect it is capable of delivering.