The Biggest Challenges Leaders Face Implementing ITSM & How To Overcome Them

A session at "PinkForum13" - 2nd Annual IT Service Management Leadership Forum

  • Gary Case

Monday 12th August, 2013

2:35pm to 3:25pm (PST)

Julianne Journitz, Director of Client Services, Pomona College,
Elaine Lauritzen, Managing Director, Production Services, Brigham Young University &
David Mainville, CEO & Co-Founder, Navvia

Leading large groups of people through major change can sometimes be a daunting task! But there is a right way versus a wrong way to go about it. Many organizations that undertake projects to improve their ITSM processes are frustrated by a general lack of results or failure to achieve their ambitious goals. Much of that frustration can be directly attributed to a single, pervading factor: Leadership’s inability or unwillingness to understand that contrary to popular belief and practice ITSM projects are not all about documenting processes or buying and configuring an IT Service Management tool!

While these two elements are important they are only enablers to the real goal of changing people's current state attitudes, behaviors and culture to future state versions of each. To accomplish this task strong, effective and informed Leadership is the key ingredient for success. With close to two decades of ITSM implementation experience under his belt, Gary has worked with numerous senior managers on rolling out major change. He will dig into his consultant’s case book to share his laundry list of the biggest challenges most leaders face, and how to successfully overcome these.

About the speaker

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Gary Case

Principal Consultant, Pink Elephant

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Time 2:35pm3:25pm PST

Date Mon 12th August 2013

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