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Tough Talk – Why Crucial Conversations are the heart of ITSM adoption

I started the day with great expectations. We had a new process. We had spent a lot of time designing and tweaking. And so I went into my meeting excited to explain the new process. Alas, I was not ready for what was about to happen. Barely ten minutes into the explanation of the process, the first salvo was fired: “This is not what we do. That will not work.” The exchange over the process... 

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