Pragmatic or Tragic ITSM

Why ITSM initiatives fail and how to succeed
  • Gabriele Kahlout


This chapter describes the context in which many IT managers begin their ServiceNow implementation projects, and the critical mistakes many make in the process. Knowing how problems manifest themselves, we then identify guiding principles to avoid those traps as you approach your ITSM initiatives.


Business Process Service Management Interactive Voice Response Enterprise Resource Planning Incident Management 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

Copyright information

© Gabriele Kahlout 2017

Authors and Affiliations

  • Gabriele Kahlout
    • 1
  1. 1.DohaQatar

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