When looking at ITSM best practices we need to look at the culture of our organizations and understand how we would transform our organizations into value-laden delivery mechanisms. A culture is just the "known environment in which we live and work." Cultures are organic constructs--they are grown and guided, not imposed or dictated. Every person, group and organization has its own culture. The culture of an organization is really the aggregation of the individual or group cultures found within the organization. As a result if the culture of an individual, group or organization is not an environment focused on delivering value to customers, then transformation should occur. So how do we go about transforming our cultures? We can look to some of the liberal arts for assistance in this. From the study of sociology we find the concept of "memes". meme--an idea, behavior, or style that spreads from person to person within a culture . Many of you might