Developing buy-in and consensus for shared IT Service Management processes and a common ITSM tool is challenging anywhere, but particularly so in decentralized IT organizations. We will share successes and lessons learned at Illinois State University from implementing seven ITIL processes in a new, shared ITSM tool.Outcomes: Identify key elements that can assist in a successful ITSM implementation *Reflect on how to develop a shared vision for service management in decentralized IT environments *Appraise the value of a collaborative approach to ITSM
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SOURCE: Educause
Webinars & Presentations