Our ITIL Journey: Moving a Decentralized IT Organization to a Common Incident Management Process and Common ITSM Tool

Developing buy-in and consensus for a campus-wide ITIL process is challenging in any IT organization, but particularly so in decentralized organizations. Illinois State University will share successes and lessons learned from developing a common incident management process, as well as beginning the implementation of a new ITSM tool to operationalize it.

OUTCOMES: Identify key strategies for building buy-in and consensus for a common process in a decentralized IT organization * Hear about Illinois State's successes and lessons learned with implementing a common incident management process campus-wide * Discover how implementing a new ITSM tool along with the common process both helps and hinders the process