Coming November 2026
The Book
The Why Is Always a Who™
Why ITSM Fails and How AI Forces Us to Finally Fix the People Problem
Alef Girma
For thirty years, IT Service Management initiatives have failed at the same rate despite successive framework updates and advancing technology. The research from McKinsey and Prosci is unambiguous: the difference between a 13 percent and an 88 percent project success rate is not the technology. It is the human side of change.
Now AI has arrived in ITSM environments — and it amplifies whatever foundation exists. Strong foundations get stronger. Broken ones break faster. The Why Is Always a Who™ gives practitioners, IT leaders, and organizations the diagnostic framework and the remediation roadmap to build the human foundation that IT Service Management and AI adoption both require.
What the Book Covers
Twelve chapters. Thirty years of ITSM history. One argument.
The Structural Failure
Why ITSM has failed at the same rate for thirty years and what the research actually found.
The OCM Gap
Why organizational change management has never been structurally integrated into ITSM practice — and what ITIL 5 finally did about it.
The AI Amplifier
What happens when AI lands on a broken foundation, and what genuine AI readiness requires.
The People Problem
Change fatigue, five generations, and the compounding people challenge that most ITSM organizations are not equipped to manage.
The Solution
The Integrated Service Management Approach: three pillars, six stages, and a practical consulting methodology.
The Proof
The most compelling proof that the fundamentals of service delivery outperform any technology ever built to support them.
88%
project success rate with excellent organizational change management
Source: Prosci
13%
project success rate with poor organizational change management
Source: Prosci
The gap is not a framework gap. It is not a technology gap. It is a people gap. The why is always a who™.
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