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.