Table of Contents

Introduction; Chapter 1: How was Organizational Change Addressed during the Project?; Chapter 2: Organizational Change; Chapter 3: Organizational Change Models; Chapter 4: Selecting a Change Model Chapter 5: Accountability; Chapter 6: Planning; Chapter 7: Important roles; Chapter 8: Realizing the Benefits after the Fact; Chapter 9: Additional Guidance; References; Resources

About the Author

Pamela Erskine has over 15 years of leadership experience in IT and service transformation with responsibility for providing best practices, thought leadership, and guidance relating to the ITIL framework. She has led a number of IT transformation initiatives with measurable results in customer satisfaction, efficiency, and effectiveness. In addition to operational responsibility, Pam has consulted for Fortune 50 companies on IT strategy, IT service management, and organizational change initiatives. She is an ITIL expert, ITIL service manager, Six Sigma certified and a certified help desk director.