The Psychology of Change: Why don’t people follow the damn process?

On September 13, 2017, Posted by , In Blog, By ,,, , With No Comments

“We’ve invested heavily in defining and implementing good processes, practices and methods, the problem is we can’t get the people to consistently follow the process. Why is this?” I hear this lament from Service Desk Managers and ITIL SMEs about the service desk and support staff, I hear it from…