Free Diagnostic Tool
Is your organization ready for ITSM transformation and AI?
A free 8-minute assessment based on 20+ years of IT Service Management experience and original research.
9 dimensions · 27 questions · Immediate results · Free
Why This Matters
70% of ITSM initiatives fail to achieve their goals.
The research is unambiguous. McKinsey confirms it. Prosci confirms it. And the difference between a 13% and an 88% project success rate is not the technology. It is the human side of change. This assessment tells you exactly where your organization stands — before your next investment.
success rate with excellent organizational change management
success rate with poor organizational change management
Source: Prosci
The Nine Dimensions
Every dimension that determines whether your IT Service Management and AI investments will succeed or stall.
01
Vision & Strategy
A shared, articulated understanding of what IT Service Management is designed to deliver and for whom.
02
Governance
Accountability, decision-making authority, and consequences clearly defined and applied.
03
Processes & Procedures
Processes that are documented, understood, and consistently followed — not ignored.
04
People
The right people in the right roles with the right skills, placed by capability not availability.
05
Culture
Service orientation, continuous improvement, and genuine customer focus embedded in daily behavior.
06
OCM
Organizational change management embedded as a structural requirement in every initiative.
07
Technology
Technology deployed in support of a sound foundation — never as a substitute for one.
08
AI Readiness
Data quality, process discipline, and cultural alignment needed to deploy AI effectively.
09
Generational Readiness
Active management of different change expectations across your multi-generational workforce.
The Process
Three steps to clarity.
Answer 27 questions
Plain practitioner language. No jargon. Designed to surface honest answers about your actual state.
Receive your results
Immediate email with dimension-by-dimension analysis and your overall Foundation Score.
Know exactly where to focus
Specific next steps, prioritized by impact — with chapter references for the remediation framework.
The Author
ALEF GIRMA
IT Service Management Consultant · Researcher · Author
Built by a practitioner. Grounded in research.
Alef Girma has spent over 20 years helping organizations close the gap between what IT Service Management promises and what it delivers. The Why Is Always a Who™ reveals why that gap has never really been about technology or process — it's about people. And as AI reshapes IT Service Management, the people problem we've spent decades working around is the one we can no longer afford to ignore.
Learn About the Book →Your Results Include
A complete diagnostic. Delivered immediately.
01
Overall Foundation Score
A single composite score from 27 to 135 placing you in one of four maturity bands.
02
Dimension-by-Dimension Analysis
Your score, label, and tailored feedback for each of the 9 dimensions.
03
Prioritized Next Steps
The 3 highest-priority dimensions to address, specific to your band.
04
Chapter References
Direct references to the book chapters that address each gap you have identified.
Know where you stand before your next investment.
Confidential. Free. 8 minutes.
Begin the Assessment →