2025 Schedule
Session 502: Flight Control: Mastering a 9-Week ITSM Transition
Tom Wilk (Consultant, Wilk Consulting Group)
Date: Thursday, November 20
Time: 11:30 am - 12:30 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
Do you sometimes feel you have to leap a tall building in a single bound or move faster than the speed of light on a project? In this case study I discuss moving from one ITSM tool to another that felt like taking a 747 off an aircraft carrier instead of a fighter jet.
This story is how we were able to transition to a new ITSM tool in only 9 weeks. During this mission we experienced turbulence and endured many flight path changes. From contract negotiations that went awry, to signing an agreement at the absolute last minute, to unrealistic timelines were just a few. Did we take off and land successfully? Well, the jet did not end up in the ocean, but I will let you be the judge of that.
Takeaway
Preflight Preparation – even when the project is urgent, start off right with procedures and check lists
Takeoff – give yourself plenty of runway to get the project off the ground
In-flight – navigate and monitor your plan. Course alterations and timing may be necessary, being prepared is important.
Landing – controlled and careful landing is better than crash and burn