Chapter 1 described common traps to watch out for when approaching your ITSM initiative and offered pragmatic principles for avoiding them. In this chapter we go further, and review a five-step general implementation strategy that applies the recommended principles.
Understandably, circumstances will vary from organization to organization, and so you may introduce ServiceNow at your organization following a completely different plan. Nonetheless, the proposed plan discussed in this chapter captures the essence of several ...
