“Pam Erskine does a wonderful job of explaining the human aspects of change but where the book really shines is in Chapter 6. The Planning discussion is right on target for the intended audience. The book is an excellent preparation guide for companies or consultants embarking on an ITIL journey. The theory is explained at a level that allows the reader to understand the change models while not overwhelming them or requiring expert level knowledge.” - Rocky Middleton, Senior Manager of Service Delivery for management and technology consulting company AGSI
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