Change & Transformation

4 articles on Change & Transformation, newest first.

• 23 September 2026Members

  The Four Dimensions of Service Management and Why Each One Matters

  The four dimensions of service management, and why neglecting any one of them undermines service quality. Based on The Journey to Service Excellence.

• 19 September 2026Members

  Using Kotter's Eight Steps to Drive a Service Management Transformation

  How Kotter's eight-step change model guides a successful service management transformation, drawn from The Journey to Service Excellence.

• 1 September 2026Members

  Shaping Your Service Management Transformation Programme

  How to shape a service management transformation programme: objectives, governance and the five phases, based on The Journey to Service Excellence.

• 22 August 2026Members

  Adopting a New Process, Step by Step

  A step by step guide to adopting a service management process: commitment, ownership, policy, RACI, KPIs, deployment and optimisation.