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05-04-2019
10:30 PM
Session Code: CSS0065
Presenter(s): Kerry
Company(s): Macfarlanes
Abstract:
Lawyers bill clients in 6-minute increments and when IT doesn't work, they get angry. Calls were being recorded in an eighteen year old database with no problem, incident, change management, or service catalogue. No ITIL were being followed, and IT's reputation was poor. In this session, we will share our challenges, how we prepared for the implementation, and how we were able to change decades of behavior within IT— within 9 weeks.
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