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ITSM Tool Implementation Questions
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Please forgive any duplication due to cross-posting.
I know I recently saw another similar question posted to this list specifically about ITSM Implementation plans (which I am also very interested in and would welcome any info from anyone willing to share), but I also had a more specific question in regards to personnel/staffing.
We too are in the process of selecting a new ITSM tool (we hope to make selection in early 2014). For other universities who have implemented a big solution like this, did you request additional staff to help fulfill roles of administration of the system itself or key processes (i.e. Change Manager)? Or did you more or less redefine people’s existing roles/job descriptions with staff you already had?
I know asking for and receiving are two different things, but if you did ask for additional staff or restructuring, I would certainly appreciate any advice, job descriptions, etc. that you might be able to pass on.
Thanks so much in advance for any information!
Service Management Analyst, IT Information Services