When one thinks about how things work in the world, the word paradigm might come to mind. Paradigm (n.)-- A system of assumptions, concepts, values, and practices that constitutes a way of viewing reality. As the definition shows, a paradigm represents “how things are” in our current world. Another way I like to think about the idea of a paradigm is to use the term “culture.” Culture (n.)— The known environment in which a person, thing or idea exists. If you know a foreign language or how to play an instrument it is part of your own personal culture, or paradigm. If you do not speak a foreign language or cannot create music, those capabilities are not part of your culture or paradigm. And just as an individual has a culture or personal paradigm, so can an organization. Often it is this culture or paradigm that wreaks havoc with our ability to understand and implement IT Service Management. So how do we understand and use the knowledge of our cultures or paradigm to our advantage when