The Why Is Always a Who™

Description

Why do IT service management initiatives struggle to deliver lasting value, even when organisations invest in established frameworks, new tools and skilled professionals?

The Why is Always a Who™: Why ITSM Fails – and How AI Forces Us to Finally Fix the People Problem explores the human and organisational challenges behind unsuccessful ITSM initiatives. It argues that sustainable improvement depends on how people understand, adopt and support change—and that AI makes addressing these foundations more urgent.

Drawing on original research with experienced ITSM professionals, the book examines the evolution of service management and the persistent gap between framework knowledge and successful implementation. It shows how leadership, culture, stakeholder engagement and organisational change management (OCM) influence outcomes, and why introducing AI into an organisation already experiencing change fatigue can intensify existing problems.

Combining research, practical scenarios and established change models, this practitioner-focused guide helps readers:

• Understand the people and organisational factors that undermine ITSM and digital transformation initiatives.
• Apply approaches such as ADKAR, Kotter’s eight-step process, Lewin’s Change Model and McKinsey’s 7S Framework to service management challenges.
• Assess readiness for AI adoption across strategy, governance, processes, people, culture and technology.
• Address change fatigue and differing workforce expectations to support adoption.
• Build a stronger business case for investing in organisational change management.
• Measure improvement through customer and business outcomes.

At its practical core is the author’s Integrated Service Management Approach, bringing together governance, organisational change management and continual service improvement. This framework helps practitioners assess their starting point, plan meaningful change and sustain momentum beyond implementation.

Written for ITSM practitioners, IT leaders, consultants and transformation professionals, The Why is Always a Who™ provides a research-informed route towards more effective, customer-focused service delivery—and the organisational foundations needed to realise the value of AI.