• Welche Rolle wird KI in den nächsten fünf Jahren im IT Service Management spielen – Evolution oder Revolution?
• Wie können Unternehmen eine Balance zwischen Stabilität und Innovation in ihren ITSM-Prozessen finden?
• Welche Herausforderungen entstehen durch die Integration von agilen Methoden in klassische ITSM-Modelle?
• Sind traditionelle ITSM-Frameworks wie ITIL und COBIT noch zeitgemäß oder brauchen wir neue Ansätze?
• Wie verändert Automatisierung die Aufgaben von IT Service Managern – und was bedeutet das für zukünftige Skillsets?

The merger of two large organizations with different IT service management systems presents significant challenges. The transition to a unified ticketing system affecting more than 12,000 employees worldwide required careful planning, parallel operating models, and a phased implementation. This presentation provides insights into the initial situation, the pre-project phase, the project structure, stakeholder issues, cost aspects from a process and maturity perspective, and the results achieved up to June. Participants will receive practical approaches on how to manage large-scale system integrations without a big bang and how to successfully operate old and new environments in parallel.

In this presentation, you will learn:

• How to manage phased ITSM migrations in large corporate mergers

• How to address cost and maturity challenges in ITSM consolidation

• How to engage stakeholders and successfully implement parallel operating models.