Intelligent disobedience in service management

• Behaviour, Benefits realization, Business solutions, IT service management (ITSM), IT services, ITIL, Service catalogue

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Intelligent disobedience is the act of ‘breaking the rules to do the right thing’. In ITSM this approach is valuable when the rules are inappropriate in delivery effective service management. This paper assesses where an intelligent disobedience approach can benefit staff and organizations and how it can provide a source of future guidance.