Abstract
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.
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Notes
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Pink Elephant: http://blogs.pinkelephant.com/index.php?/troy/c/P54/
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RACI is an accronym for Responsible, Accountable, Consulted, and Informed
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Nir Eyal, “Why Everyone Hates IT People”: http://www.forbes.com/sites/nireyal/2012/04/13/why-everyone-hates-it-people
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Jim Collins, “Good to Great: Why Some Companies Make the Leap…And Others Don't.” HarperBusiness, 2001, p. 121.
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Report on key players in the ITSM software market as of December 2015. Retrieved July 21, 2016. http://www.researchandmarkets.com/research/j7hxbt/global
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“What ServiceNow and Salesforce Have in Common.” Retrieved January 28, 2016. http://fortune.com/2016/01/28/servicenow-salesforce-annual-revenue-1-billion/
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Steve Jobs: “Get Rid Of The Crappy Stuff.” Retrieved on November 14, 2016.
http://www.forbes.com/sites/carminegallo/2011/05/16/steve-jobs-get-rid-of-the-crappy-stuff
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The Everything Store: Jeff Bezos and the Age of Amazon (Little, Brown and Company, 2013)
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© 2017 Gabriele Kahlout
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Kahlout, G. (2017). Pragmatic or Tragic ITSM. In: Spinning Up ServiceNow. Apress, Berkeley, CA. https://doi.org/10.1007/978-1-4842-2571-4_1
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DOI: https://doi.org/10.1007/978-1-4842-2571-4_1
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