Lessons Learned from Two Decades of Tool Implementation

Akshay Anand, Product Ambassador for ITIL, has previously worked for systems integrators, tool vendor partners, and corporate ITSM departments in the US and the UK. The work ranged from ITSM advisory, management consulting, and implementing ITSM tools at companies working on the national or multinational stage. Drawing on (often painful) experiences, Akshay will share some “do” and “don’t” lessons that can help you invest in ITSM tool implementations (be that self-service, workflow automation, or customer experience) for sustainable, long-term success.