The key to success in any endeavor is the people. Technology and processes are great tools but in today's service-oriented, knowledge-based economy, people are the key differentiator.

The work psychology knowledgebase offers techniques and approaches to:

• Understand and enhance the service climate in ITSM organisations
• Use researched techniques to improve process adherence throughout the organisation
• Use performance measurement to align goals and behaviour to achieve important service outcomes
• Arrange the mindset of the ITSM function into the shape of success

People are the difference between success and failure in any enterprise. Don't leave this important aspect to technical and general managers alone.

Move beyond what is. Find out what could be.