Readings: Sargut, G & McGrath, R 2011 Learning to live with complexity, Harvard Business Review, September (Link) Pink Elephant, 2009 Developing an IT service management training strategy & plan, pp. 1-22.(Link) Okrent, MD & Vokurka, RJ 2004, 'Process mapping in successful ERP implementations', Industrial Management & Data Systems, vol. 104, No. 8, p. 637-643. (Link) Video: https://youtu.be/7qj_2mFUDXE