Why do formal service management initiatives fail?

Whether an organization refers to its formal service management capability as a service management office (SMO), a service management center of excellence, a service management center of expertise, or a service management practice (SMP), the value is in the outcomes that are created for the overall organization. The importance of the name is grounded in the implication that the IT service provider has dedicated resources in place that focus on generating value for all of the stakeholders involved. Consider the following it statements:

• It is initiating and managing (maintaining) the formal service management capability, both of which are key aspects of success
• It is said that not learning from the past is a recipe for failure going forward
• It is said that resting on your laurels (past accomplishments) is not moving forward

So, what are the barriers to success associated with initiating and sustaining a formal...