The objective of this publication is to present a framework that enables organisations to successfully embed
change related to Service Management into the fabric of the organisation. The challenge faced by most leaders
of change is not so much about making the change in the first place, but making it stick. Most change initiatives
fail because there is insufficient focus on the activities and practices needed to embed the change. This framework
is a reference guide, and provides every change leader with a wide range of practices that they can employ.
WHAT THEY ARE SAYING ABOUT BALANCED DIVERSITY
The biggest thing to happen to IT in years: an analytical framework for culture change.
- Rob England (aka The IT Skeptic)
Karen Ferris has written THE book on driving change. Balanced Diversity: A Portfolio Approach to Organizational
Change applies ITSM thinking, to implementing change. This is an area that all of us struggle with at times.
The result of her research is a full treatment of practices that can help anyone leading change initiatives. The source
of the approach comes from research on how to embed sustainability practices in business. Ms. Ferris has done a
superb job applying the model to the ITSM realm. She explains the concepts simply, not simplistically.
For instance, she classifies all change practices into four areas:
· Fostering Commitment
· Clarifying Expectations
· Instilling Capacity for Change
· Building Momentum for Change
Balanced Diversity fills a critical need in the market for an organisational change model. It succeeds as both an
introduction to the topic and as a reference. I wholeheartedly recommend this book as “best practice” in this space.
- Roger Williams, itSMF USA