Implementing ITSM: It Is More Than a Tool!

John Narlis,

Room : Starvine 1 and 2

Subject : Purchase decision

Breakout : New to ServiceNow

In this session, you'll hear the tale of Purdue Pharma LP's eight-month journey to a successful ITSM implementation - beginning with a need to replace an aging, unsupported Help Desk tool and the desire to maximize the investment with their offshore Managed Services partner. You'll find out about their evaluation and selection processes; and why they chose incident, problem, change, service request and configuration management as their starting point. You'll get to walk through their communication plan including process workshops and all employee ITIL training; understand how they overcame the pitfalls of UAT testing; and understand how to "validate" a ServiceNow instance to satisfy Quality Assurance.