Coming November 2026
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The Why Is Always a Who™
Why ITSM Fails and How AI Forces Us to Finally Fix the People Problem
Alef Girma
The book the IT Service Management community has needed for thirty years. Based on original primary research, twenty years of consulting practice, and findings from Prosci, McKinsey, Kotter, and GamingWorks.
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Inside the Book
Twelve chapters. One argument that changes how you think about ITSM.
The Research
Original primary research from interviews with seven of the world's leading ITSM subject-matter experts — the findings that shaped the book's central argument.
The Framework
The Integrated Service Management Approach: a practical consulting methodology built on three structural pillars and a six-stage client engagement cycle.
The AI Challenge
What happens when AI arrives in an organization whose human foundation is broken — and what genuine AI readiness actually requires.
88%
project success rate with excellent organizational change management.
13%
project success rate with poor organizational change management.
Source: Prosci · The gap is not a framework gap. It is a people gap.
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Coming November 2026
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