2025 Schedule
Session 401: Kicking and screaming into the present: Delivering a modern customer experience when leadership won't give up their dial up
Chris Robertson (Program Manager, SAIC)
Date: Thursday, November 20
Time: 10:15 am - 11:15 am
Pass Type: Core Pass, Premier Pass, Premium Learning Pass - Get your pass now!
Track: Modernizing Service Management, Driving Strategic Decision-Making
Session Type: Case Study
Vault Recording: TBD
Audience Level: All
Join us as we discuss our wild journey in transitioning the US Army's multiple on premise ITSM systems to one Enterprise cloud based ITSM system servicing over 1.2 million customers worldwide, how we accomplished this in one year and under budget and where we are now. Learn about the strategies and frameworks we used, coalition building with the willing and unwilling, identifying and communicating your customer bases, the challenges of integrating and operating commercial products in a high IT cyber security environment, as well as how we built a service desk culture by design and not by chance.
Takeaway
- Technology insertion is easy - changing an organization with 250 years of culture... unhindered by progress...is hard!
- Planning, frameworks, and flexible execution will win the day
- Use multiple methods of communication and influence
- Cyber Security is an integral part of planning, integration and operations
- Create the culture you want