I thought I'd take some time out from some rather serious and quite involved writing that I'm doing to exorcise (exercise?) a minor obsession of mine.
Organisational culture seems to be a buzzword in ITSM circles at the moment, and for good reason. I think its becoming clear to most that the laudable aims of our discipline cannot be achieved without paying attention to the people who work within the sector. Good old homo sapiens, were not like microprocessors; we don't execute a JP NZ 4000H command if certain conditions are met or not met. So the question appears to be, how do we align the mindset of those working in the ITSM enterprise with its stated goals.
The answer to most is simple. Get the culture right.