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Designed to meet the unique needs of service management and technical support leaders, Service Management World will explore the strategic and tactical elements of managing and deploying an optimal service management strategy.

Session 105: Going from Zero to 100 in ITSM

Ahmed Issawi  (IT Manager, LAFCU)

Location: Turks 6

Date: Tuesday, November 14

Time: 10:15 am - 11:15 am

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track: Modernizing Service Management, Connecting the Dots: Frameworks and Methodologies

Session Type: Session

Vault Recording: TBD

Audience Level: All

In this case study, hear about the struggles and successes experienced at a university, going from no ITIL foundations to implementing an ITSM program based on a service management toolset. Learn about years of starting and stalling due to having little senior leadership support, but then getting a major boost from a new CIO who believed in ITSM. Learn about changing the culture from using pen and paper to using request, incident, and problem management while breaking barriers of resistance from second-level support teams who wanted more of the same and less responsibility. If you're struggling with ITSM, you're not alone; attend this session to learn how to overcome senior leadership barriers and how to sell ITSM and ITIL to a skeptical staff.