Recently there has been an increasing number of commentators who are giving mucho lip service to the people aspects of IT service management. Yet some of these bloggers do nothing short of flaming those who won't follow what they consider to be the correct processes. Right intention - wrong method!
There's theory and empirical evidence behind this, but its like the old childrens' story about the North Wind and the Sun. They both have a contest to see who can get an old man to take his hat off. The North Wind huffs and puffs and blows up a gale, but the old man just pulls his hat harder down on his head. The sun gives him some warmth and loveliness and the old man does a "phew it's hot today" and off comes the titfer.
In business it's all about achieving the ends (or ensuring that the critical processes are followed), and sometimes salving a manager's (or consultant's) ego can make it more difficult for these ends to be met.