Written to help leaders govern, not theorize.

Lead High-Output ITSM Teams with Grove’s Method: Templates, Dashboards & a 90-Day Action Plan for Strategic IT Leadership

Transform Your ITSM Team from Reactive to High-Performing—Starting Today

Inspired by Andy Grove’s legendary High Output Management, this actionable workbook gives you the tools to lead with clarity, scale your service operations, and fix broken IT workflows—without waiting for a crisis.

Whether you're running ServiceNow, Freshservice, or navigating chaotic ticket queues, this is your playbook for calm, strategic, outcome-driven leadership.

What You’ll Get Inside:

✔️ Grove-Inspired Leadership Tools
Use Strategic Inflection Point Radar, Pre-Mortems, and Blameless Review Templates to build high-trust, high-output service teams.

✔️ Output-Focused Frameworks
Stop measuring tickets closed. Start tracking real outcomes—like tickets prevented, hours saved, and service improved.

✔️ The Grove Task Matrix
Clarify who owns what, build learning pipelines, and reduce single points of failure across your ITSM operation.

✔️ A Full 90-Day Action Plan
Get a step-by-step roadmap to implement Grove’s principles across your team—even if you're understaffed or overworked.

✔️ Includes Downloadable Templates & Dashboards
Visuals, trackers, and frameworks you can use immediately to lead smarter, faster, and better.

Built For:

• CIOs, ITSM Directors, and Field Service Leaders
• IT Managers navigating change, burnout, or broken workflows
• New IT leaders ready to scale performance and prove value
• Organizations using ServiceNow, Freshservice, or hybrid support platforms

Why This Works

Most IT leaders are stuck in firefighting mode. This workbook gives you a way out—using Grove’s proven philosophy of leverage, clarity, and measurable leadership. It’s not theory. It’s a system.

Get ready to lead ITSM like a strategic powerhouse.
Buy now and unlock the Grove Method.

Stop Reacting. Start Leading. Deliver Results That Stick.

IT Service Management teams aren’t failing because they don’t care. They’re failing because they’re stuck reacting to chaos and rewarded for the wrong things.

The Grove Principles for ITSM Excellence is a field-tested leadership guide for ITSM professionals who want to lead with clarity, scale performance, and stop fixing the same problems over and over again.

Written by executive ITSM leader Bob Roark, and building on the success of The Grove Method for ITSM Excellence, this book reveals 8 leadership principles that drive real, sustainable results in service environments.

What You’ll Learn:

✔️ 8 Proven Principles for Leading ITSM Teams
Including “Fix Systems, Not People,” “Make the Invisible Visible,” and “Translate IT Work into Business Trust.”

✔️ How to Escape Firefighting Mode—For Good
Redesign intake, clarify ownership, and eliminate rework using Grove’s clarity-first approach.

✔️ How to Earn Trust and Budget at the Executive Level
Ditch vanity metrics and show value through outcomes—not ticket counts.

✔️ The Mindset Shift That Changes Everything
This isn’t about adding more processes. It’s about leading with purpose, not just process.

Who This Book Is For:

• CIOs, Directors, and IT Managers in Service Management or Field Support
• New IT leaders ready to break the cycle of chaos
• High-performing teams who are tired of being reactive and underappreciated

Why This Works:

Most ITSM leaders are overwhelmed with tools, SLAs, and firefighting but starving for strategy.
This book helps you zoom out, rethink your role, and rebuild your team’s identity from the inside out.
It’s not theory. It’s a leadership system built on clarity, trust, and measurable results.

If you’re ready to stop reacting and start leading, this book gives you the clarity, language, and leadership framework to make it happen.

Why Traditional IT Metrics Fail and What Leaders Should Measure Instead

Stop reporting green. Start understanding reality.

Most IT organizations look successful on paper—SLAs met, dashboards full, metrics green. Yet trust is fragile, time keeps slipping away, and leaders know something isn’t right.

The Grove Metrics for ITSM Excellence is a leadership book for executives who sense the gap between what the numbers say and what people actually experience.

This is not a book about dashboards, ticket counts, or compliance metrics. It’s about how measurement shapes behavior and how the wrong metrics quietly erode credibility, resilience, and outcomes.

What You'll Learn:

✔️ Why traditional IT metrics create false confidence and fragile systems
✔️ How trust and credibility behave as measurable outcomes
✔️ Why prevention remains invisible—and how to protect it
✔️ How leadership signals shape system behavior under pressure
✔️ What real maturity looks like—and why it must be sustained, not achieved

Built For:

CIOs, CTOs, and IT executives accountable for trust and outcomes
ITSM and service delivery leaders tired of being “busy but not believed”

Board-facing leaders who need better language than uptime and ticket volume
Practitioners preparing to move from execution to leadership

Why This Works
Most IT metrics measure activity, not reality. This book works because it shifts focus from dashboards and compliance to trust, time, and system behavior—giving leaders language for what they already sense but can’t see in reports. It doesn’t add more metrics; it restores credibility by measuring what actually shapes outcomes.

If you’ve ever looked at a dashboard and thought, “This doesn’t reflect what’s really happening,” this book will give you the clarity—and language—you’ve been missing.

COLLABORATING FOR SUCCESS is the architectural rendition of what collaboration should look like in the IT service and support world. It will give you the detail and various views of the concept. 

Customers are demanding more from IT than ever before. Better, faster or cheaper - pick any two, is no longer good enough. Collaborating for Success is a no-nonsense approach for IT executives, directors, managers, and staff, in both the operations and development sides of IT, who want to mature, gain a competitive edge, and take their IT service and support culture to the next level. 

In this straightforward how-to guide... Bob Roark serves up 7 chapters helping you to:

• Understand IT's current challenges and what you can do about them

• Effectively elicit your customers expectations to improve their experience and satisfaction

• Develop a customer experience (CX) program that WOWs your customers 

• Advance collaboration between your IT groups to achieve more accurate results, faster delivery, and reduced costs

• Adopt and adapt an Integrated IT Service Management strategy that ensures your customers are kept as productive as possible and in the fastest possible way

By the end of Collaborating for Success, you'll understand how IT got to where it is today, why it's critical that IT adopts a customer-centric, Integrated Service Management model, and how to build a collaborative culture inside and across your IT organization that delivers IT products and services to your customers Better AND Faster AND Cheaper. 

THE BLUEPRINT for SUCCESS is the architectural rendition of what success should look like. It will give you the detail and various views of the concept.

It is no secret that achieving goals is a personal and individual pursuit. Your goals are invariably different to those of your neighbour. One important secret in pursuing your goal is in your ability to identify it clearly and distinctly. Accomplishing any goal for success requires us to make changes to the identified product/service/present condition or situation, in order to produce what we are trying to achieve.

While difficult to define success succinctly, we have been given many pointers along the way. Successful and well-known people have always given us food for thought. A few examples are:

• “Don’t let what you cannot do interfere with what you can do.” ~ John R. Wooden

• “A journey of a thousand miles begins with a single step.” ~ Lao Tzu

• “What the mind can conceive, it can achieve.” ~ Napoleon Hill

• “If opportunity doesn’t knock, build a door.” ~ Milton Berle

The CelebrityExperts® in this book have dedicated themselves to their goals. Their blueprints include the good, the bad and the ugly. They are not afraid of success or failure. Their experiences will guide and mentor you as you pursue your own goals and begin designing your own SUCCESS BLUEPRINT.