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Building a Collaborative ITSM Community on a Skeptical Foundation

Eric Puchalski and Kian Colestock

While implementing an ITSM framework provides immense improvements in service delivery, it also introduces stress on already overburdened staff. In this session we’ll discuss how UCI is tackling the challenge of herding 300+ dubious IT professionals into the world of ITSM standards and best practices through collaboration and group involvement. We’ll reveal how we developed strategies, learned lessons, retrenched, and persevered (so far) to deliver value and a better focus on our clients’ needs.

UCCSC 2016 – UC Santa Cruz – July 10 – 12, 2016

Presentation Slides

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