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.

1. Working with people in
ITSM
Migration

2. Welcome to the
TOUGHEST
CHALLENGE
in most ITSM migrations…

3. The people.

4. What makes it
so hard?

5. People are wary of change.

6. People cling to deeply
engrained work patterns
and processes.

7. People get
comfortable
using existing software systems.

8. Let’s get more specific.

9. Most stakeholders don’t understand why the project
is happening or how it will be accomplished.

10. TWO things everyone needs to
believe for the project to work:

11. The exercise is
necessary
and will benefit all concerned.

12. The project can actually be
completed.

13. are you ready to answer them?

14. Is there support from my peers
for change?

15. Will the change resolve organizational
shortcomings and, by extension,
make my life better?

16. Does the change further the
values and ethics
of our team?

17. Is there urgency?

18. Is their clear and consistent
support of leadership
for change?

19. Your stakeholders are more likely to
be invested if they
want it to happen.

20. How to cultivate a collective want

21. Step 1:
You need to get the people engaged
in the process

22. Introducing the
practitioner/manager survey:
Ask the team to
honestly
and anonymously
identify the
realities of their
working 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 of
successfully planning and
implementing the project.

27. Sufficient resources and
contingencies exist to see the job
through to the end.

28. There is a sound strategy for
communicating and
measuring
progress

29. And…
Any broader
organizational
barriers to
change can be
removed or at
least bypassed.

30. No wonder this is hard!

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