We’ve all been there: stuck with a vendor so entrenched in our operations that even thinking about leaving feels impossible. That was us with our IT Service Management (ITSM) tool. But we made the leap. The result? A campus full of happier users, a leaner budget, and a tool that actually fits. "From Big Tool to Best Fit: A Tale of Rightsizing ITSM" is a case study in strategic change and project management. We’ll walk through the three key phases that led to our successful transition: (1) financial pressures and stakeholder feedback that signaled the need for change; (2) navigating the Request for Proposal (RFP) process to find the right-fit solution; and (3) executing a smooth implementation of the new tool by focusing on progress over perfection. Along the way, we’ll share lessons learned, including how to recognize when a vendor no longer serves your needs, and how to identify a solution that truly aligns with your organization’s goals and culture. For us, that meant saying goodbye to ServiceNow and embracing TeamDynamix—a shift that improved satisfaction and reduced complexity. Whether you're contemplating a change or in the middle of one, this session offers insights, encouragement, and a few laughs from the other side of a successful ITSM rightsizing adventure.
For a digital version of our poster with greater detail, please visit: https://tarheels.live/itsm/
