Change Management and Governance at PPL Corporation

Kathleen Hefflefinger,

Room : Starvine 12 and 13

Subject : Continual Service Improvement

Breakout : Leadership

As a satisfied customer for several years, PPL depends on ServiceNow to underpin its ITSM Program and commitment to Continual Service Improvement - and so they need to ensure their ServiceNow implementation provides a best practice focus and "future-proofs" the organization as it evolves and extends its ITSM practices.

PPL worked with Fruition Partners to undertake a thorough assessment of the instance and related processes, and produce a five-phase, four-year ITSM roadmap describing the journey ahead. One of the key success factors in execution of this roadmap is organizational change, managed to ensure that the culture of the company embraces the necessary changes and benefits from the progress. Kathleen Hefflefinger, Senior Director of IT Strategy, Planning, and Business Operations in PPL's Information Services Department, will describe the steps taken, the results achieved, and the plans for the future at PPL. You will learn how organizational change management methods aided by good governance can be used as an integrated tool set to develop their own roadmaps and to help keep your organization on course.