Research shows a staggering 40% of organisations either replacing or will replace their tool.
Over the past few years, the ITSM industry has seen a huge growth in the adoption of ITSM tools for many reasons, such as organisations having to adapt to new ways of working due to an increased demand for remote working opportunities. Resulting in the physical, office-based service desks transforming into digital service management solutions.
Many organisations are now in a challenging position. The tools they selected a few years ago are not meeting expectations and cannot deal with the increased demand being put on IT teams because considerations concerning the wider ITSM practice and frameworks were not applied. Instead, there was a significant focus on which tool to choose, resulting in tools that are unable to adapt to the changing requirements of IT teams and their customers.
In this webinar, our ITSM experts, Stephen Laurin, Senior Business Consultant and Phill Fox, Principal Customer Success Advocate, will provide you with insights on real-life projects with customers who wished they knew more about switching ITSM tools before taking the leap.
Event hosts and guests:
Senior Business Consultant
With extensive experience in business consulting, Stephen has assisted many organisations of various sizes in implementing and improving their ITSM and/or ESM practices. Stephen excels at navigating complex implementations in the Atlassian ecosystem, with a primary focus on practicality and efficiency.
Principal Customer Success Advocate
With over three decades of experience across a number of different industries Phill frequently works alongside organisations to assist them in making a culture change whilst introducing the Atlassian toolset. Phill wrote the original Atlassian University course ‘Getting started with Jira Service Desk’ and has assisted many organisations with implementations and customisations of the product.