This paper explored three critical questions in the context of solving the most common IT challenges: what do I need to change, what should I change to, and how do I cause the change? By studying high-performing IT organizations, the areas that most often need changing in lower performing organizations are those with cultures that sustain a belief that control is not possible. By overcoming these incorrect beliefs, and by implementing repeatable processes in the ITIL process areas of release, controls and resolution as outlined in the Visible Ops methodology, organizations can not only achieve a belief transformation, but a performance transformation as well.
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