Have you been told by your ITSM tool vendor “Don’t worry, it works out of the box.” or “No problem, we can stand it up in a week”. Has your boss said to you “Why do you need so much time to develop a process, it’s SaaS - just turn it on!”
We can’t tell you how many times we’ve talked to people who were disappointed with a tool implementation project. Over the years, and with every generation of ITSM tools, We’ve heard the same thing. “It works out of the box on day 1!” When it doesn’t work, it’s the tool that gets the blame – and people switch to a new one - costing time and money.
What you will learn: