Transformation is hard; transformation without knowing your values is impossible.
Implementing Service Management demands changing behaviours and cultures, and that is never easy. It’s not enough to want to change, or even to know where we’re going. Too often we start with What needs to change, but people need to know Why.
I came across a short video from Simon Senik on TED (an excellent resource) that’s really shaped my view of leading organizational change.
Funny thing about smart people, they say profound things that you’re pretty sure you already knew. Or could have known. But this hit me like a ton of bricks. In leading implementation of Service Management, I’d taken for granted that everyone shared the goal of continual improvement, and would see the intrinsic value of What we were implementing. But I’d run into more resistance than I expected, and it seemed out of proportion to the changes themselves.
“People don’t buy what you do, they buy why you do it.” – Simon Sinek
If true, then…. people don’t care about Service Management…. or ITIL…. or even continual improvement….. until they know Why.
Excellence is my Why, and Service Management is What I do to pursue it. Simply put, my personal goal is to inspire people to excellence.
I’ll talk about my Service Management Office Values in part 2.