From "Ow!" to "Wow!" Reinventing IT change management

Presented by

Bill Cookson, Starbucks

About this talk

Prior to ServiceNow, Starbucks Change Management was an expensive slow program full of manual processes, spreadsheets/manual reporting, low value-add steps, and expensive meetings. Phase one was adjusting its change management policies and procedures for the launch of ServiceNow. Phase two was where the real magic happened. Working closely with its user community, leadership, and platform team, it identified manual and low value add tasks and replaced them with automation. Starbucks has reduced the number of staff required to administer its Change Management program by 80%. Change volume has continued to rise, risk has gone down, and incidents caused by change have remained flat. Speakers: Bill Cookson, Systems Analyst II, Starbucks

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