We've Known the Answer Since 1964

So Why Are We Still Failing?

Servinomy | June 2026

In 1964, Harold Leavitt told us that changing technology without changing people and processes would make the system fight back. The service management community turned this into the People–Process–Technology (PPT) framework. We built ITIL around it. We certified thousands of practitioners on it. 

In 2025, Gartner surveyed 3,100 CIOs across 88 countries and found that only 48% of digital transformation initiatives meet their targets. VML's global report found 64% of projects launch without a clear roadmap. Bain & Company put the broader transformation failure rate at 88%.

Key Takeaways

• The PPT model is not a relic — it is a diagnosis the industry keeps refusing to act on.
• Organisations consistently over-invest in Technology, underfund Process, and treat People as a training line item.
• Every generation of technology (ERP, Cloud, AI) repackages the same failure with new vocabulary.
• The organisations that succeed hold people and business leaders equally accountable—not just IT.