This innovative fictionalized narrative builds on real-life experiences of people just like you and the daily ITSM challenges you encounter. See how they: Dealt with situations where being right didn't mean success, Survived management pressure as others were fired around them, Built credibility in the face of doubt and mistrust from their peers, Separated good advice from bad. The narrative style of the book will help readers understand resistance to change and the lack of empathy that exists between IT and the business it supports. It illustrates through dialog the discovery of the value of ITIL processes and is an ideal book for newly trained ITIL practitioners, making for a great team discussion tool.