IT Service Management – Making it Happen
by Karen Ferris,
© 2000, Karen Ferris All Rights Restricted
The success or failure of IT Service Management within an organization can be dependent on having the
right staff in the management positions.
In the words of Dale Carnegie: “The key to managing through people is to have the best possible people
through who to manage. Good people are not easy to identify, locate and develop, yet personnel is the
most important ingredient in the recipe for successful management”.
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