Implementing a Corporate ITSM Tool at a Smaller Institution—Has it Been Worth It?

At Bentley University, what started as the replacement of an aging IT ticketing tool has become a steady series of projects that has so far brought incident, change, knowledge, asset and request management together into a single tool, with more in the works. Taking an iterative "crawl, walk, run" approach to the implementation of a corporate ITSM tool, Bentley used an implementation partner to launch its first applications from 2019–20, and continues to build out the platform with a handful of service owners, distributed roles, and a single administrator/developer. Hear some of the lessons learned from the perspective of that primary practitioner, using ServiceNow as the framework for a discussion of what has worked well so far, some of the lessons learned, and some of the challenges related to their ongoing initiatives.