2025 Schedule
Session 302: From Infrastructure to Impact: How the City of Henderson Replaced it ITSM Roadblock and Reignited Team Success
Nikolaus Rotzinger (IT Manager - Service Center / Help Desk, City of Henderson)
Date: Wednesday, November 19
Time: 3:45 pm - 4:45 pm
Pass Type: Core Pass, Premier Pass, Premium Learning Pass - Get your pass now!
Track: Driving Strategic Decision-Making, Modernizing Service Management
Session Type: Case Study
Vault Recording: TBD
Audience Level: All
What happens when a seasoned infrastructure pro steps into their first IT Manager role—only to discover the ITSM tool is the biggest barrier to team success?
Join me for a real-world case study on how I transitioned from 20 years in infrastructure to leading a service center, and how I tackled one of the toughest early challenges: replacing an underperforming ITSM tool. In my first month, I interviewed the team and quickly found a consistent theme—frustration with the current ticketing system. Many of my staff were in their first IT job, so they had no baseline for what "good" looked like. That meant the burden was on me to define it.
This session will walk through how I:
• Leveraged enterprise ITSM data to build a business case
• Educated myself on the growing world of midmarket ITSM tools
• Built detailed business requirements and demo scripts
• Contacted 15 vendors and brought 11 in for demos (happening right now)
• Planned for contract negotiation and pricing strategies for final selection (happening this summer)
You'll leave with practical tips for managing large-scale ITSM change in a team with limited tool experience, insights on how to guide first-time IT professionals through the change curve, and lessons learned from moving from technical depth to strategic leadership.
Why This Session Stands Out:
• It's grounded in real-life leadership, not theory
• It offers a blueprint for others facing ITSM change with lean teams and limited budgets
• It connects technology decisions to team empowerment and service excellence
Takeaway
• Practical strategies for leading large-scale ITSM change—even when your team has limited experience with modern tools.
• Real-world techniques for guiding first-time IT professionals through uncertainty, resistance, and change fatigue.
• Tips for communicating and gaining buy-in from diverse stakeholders during a major ITSM transition.
• Lessons on shifting from a hands-on technical role to a strategic leadership position in service management.
• Insights into building confidence and capability in new team members during tool evaluation and rollout.