The ITSM Universe Within

I'm reading an interesting book right now - "The Universe Within" by Neil Turok.' The book begins with an explanation of the title. The author describes how one of the greatest strengths possessed by humans is our ability "To conceive of the universe within our minds". It seems that (from a scientific perspective, at least) everything else going on in the universe is governed by mathematics and can ultimately be predicted. It was Galileo Galilei who is reported to have said "Mathematics is the language with which God wrote the universe." Furthermore, Turok stresses that "Whether you lived two millennia ago or will live two millennia in the future, a circle is round, and 2+2=4." So, if it were not for the human mind and our ability to reason and conceive of new concepts, everything should be so easy to understand and predict. Of course as I read this I cannot help but relate back to our experiences in the more mundane world of IT service management. Connecting together activities, tools, money, timetables and many other resources can be complex, but should be finitely manageable - except for one more consideration ..... .... People. If we need yet another reminder, it's the role and impact of People that increases risks, yet also provides us with the opportunity to innovate and make things better. When making your IT service management plans I'd respectively suggest you limit the focus on documents, processes and tools, etc - and put more thought and effort into contemplating the vagaries of human behaviour, culture and attitudes, as well as their capabilities, needs and expectations. Getting inside the heads of People might seem to be an impossible challenge - but it needs to be attempted. You need to consider "The ITSM Universe Within" the minds of your co-workers and customers.

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