For others integrating ITIL 4 practices and roles into their service desk team to include; continuous service improvement, knowledge, risk, problem, monitoring and reporting, and change. How is the transition going? What is the resistance? Are you seeing results? Are you hearing positive from the team? 

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Director in Manufacturing2 years ago

The vocabulary can be an initial hurdle but with enough communication it can be overcome. Our challenge was a simultaneous complete re-Org of IT at the same time as implementing ITIL. And then implementing Service Now later. I would recommend embracing ServiceNow out of the box and organize processes they have aligned to ITIL and then organize the people into the right roles. We wasted a lot of time debating how we were going to change ServiceNow when their standard implementation would work. Communication on change is most important. You cannot over communicate

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no title2 years ago

We also had a struggle with that transition from moving to Remedy to Service Now with 20+ months of licensing burnt through trying to waterfall develop 20 years of remedy configurations into service now. This at the same time we had a massive change in contract, integrator, support, and administration. A perfect vortex in tempests. <br><br>Agree the though the lexicon was a key element of change management.

VP of IT in Manufacturing2 years ago

PoC and plans have been finalized. Implementation would start soon. IT Team is eager to implement.

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no title2 years ago

If you want to connect for 20 minutes on happy to share our work in the adoption. I am on my second iteration at doing this. First time took 3 years, now reaching similar results at 6 months, but still not smooth. <br><br>I want to hear your results on once you all are 6 months or a year in.

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