These are principles that all IT managers should understand and act upon. It chimes with a lot of the research and theory that I have encountered.
Read Dr Hallensleben's article now. It'll be time well spent.
ITSM is more than process and technology. As with most work it relies heavily on people. Good people, motivated people, proactive and innovative people make for better performance. There are ways to influence these beneficial people outcomes; for example using the knowledge developed over the hundred years of research into occupational psychology.
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