Introduction

Many IT organizations want to become more efficient to improve the IT service to users. The operation mode of IT teams is revised, procedures and roles change, methods are challenged and ... resistance to change is encountered. 

The many projects we have made with our customers have brought us to identify five (5) key factors that should be considered for a greater acceptance and sustainability of changes. 

Five (5) Key Factors for sustainable IT service improvement

1. Adherence from upper management

2. Resistance to change

3. Identification of tangible objectives

4. Communication

5. Continuous improvement

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