Gartner Research

Use These Six Basic Rules to Change Individuals' Behavior as Part of Your ITIL or Service Improvement Project

Published: 19 March 2012

ID: G00232618

Analyst(s): Ian Head


Use the most powerful marketing techniques to deliver the most difficult part of any ITIL or service improvement initiative: changing people's behavior. This is applicable to all areas of operations improvement, including data center, security and organizational transformation.

Table Of Contents


  • What You Need to Know
  • 21st-Century Techniques for Creating Persuasive Messages
    • No. 1: Have a Stakeholder Map and Communication Plan
    • No. 2: Keep It Simple
    • No. 3: Be Specific to Your Audience
    • No. 4: Consider Social Proof and Empathy
    • No. 5: Having Authority and Being an Authority
    • No. 6: Have Something to Say
  • What to Avoid
  • Bottom Line

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