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Working with People in ITSM Migration


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Ask anyone to list the biggest challenges in their ITSM migration project and chances are ‘the people’ will feature in the top three. It’s one of the biggest factors in successfully effecting change in ITSM, and yet good practical guidance is hard to find.

Published in: Technology

Working with People in ITSM Migration

  1. Working with people inITSMMigration
  2. Welcome to theTOUGHESTCHALLENGEin most ITSM migrations…
  3. The people.
  4. What makes it so hard?
  5. People are wary of change.
  6. People cling to deeplyengrained work patternsand processes.
  7. People getcomfortableusing existing software systems.
  8. Let’s get more specific.
  9. Most stakeholders don’t understand why the projectis happening or how it will be accomplished.
  10. TWO things everyone needs tobelieve for the project to work:
  11. The exercise isnecessaryand will benefit all concerned.
  12. The project can actually becompleted.
  13. are you ready to answer them?
  14. Is there support from my peersfor change?
  15. Will the change resolve organizationalshortcomings and, by extension,make my life better?
  16. Does the change further thevalues and ethicsof our team?
  17. Is there urgency?
  18. Is their clear and consistentsupport of leadershipfor change?
  19. Your stakeholders are more likely tobe invested if theywant it to happen.
  20. How to cultivate a collective want
  21. Step 1:You need to get the people engagedin the process
  22. Introducing thepractitioner/manager survey:Ask the team tohonestlyand anonymouslyidentify therealities of theirworking situation.
  23. Ok – so now they’re a little more engaged. What Next?
  24. Convince them that…
  25. A comprehensive, thoughtful plan exists
  26. The people involved are capable ofsuccessfully planning andimplementing the project.
  27. Sufficient resources andcontingencies exist to see the jobthrough to the end.
  28. There is a sound strategy forcommunicating andmeasuringprogress
  29. And…Any broaderorganizationalbarriers tochange can beremoved or atleast bypassed.
  30. No wonder this is hard!
  31. Want to find out more? Click belowDownload Watch the Visit usthe eBook webinar online