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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 106: Magical Thinking and Other Service Management Project Killers

Glen Hoffmann  (Sr. Business Process Consultant, Computer Design & Integration)

Location: Grand Caribbean 10

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: Driving Strategic Decision-Making

Session Type: Session

Vault Recording: TBD

Audience Level: All

Sometimes not enough thought goes into the planning and execution of a service management implementation. And sometimes, what an organization thought was being implemented and what was delivered were two different things. In the end, the deliverable was a major miss, a disconnect with actual business needs, resulting in poor adoption and potentially rework.

During this session, we'll review the four stages of a project implementation and what can be expected at each stage, as well as uncover specific landmines to avoid. We'll also address ways to help align with the business, ensuring that they are engaged where needed and involved in the adoption process. Walk away with an understanding of some of the don'ts to avoid and some do's you can apply in each project phase.