Start by doing what’s necessary; then do what’s possible; and suddenly you are doing the impossible.

—Francis of Assisi

Despite all the hype, many IT service management initiatives are doomed. In Part I we look at what lessons can be learned, observe patterns in the success stories, and propose a strategy to maximize your chances of success.

Chapter 1: Pragmatic or tragic ITSM

Chapter 2: Innovators’ ITSM strategy