CC Expo is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 405: The Journey to Bring on a New ITSM Solution

Mitch Bryant  (IS Ops Manager, ITSM, Norton Healthcare)

Location: Grand Ballroom 112

Date: Thursday, May 19

Time: 10:15 am - 11:15 am

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Modernizing Service Management, Pursuing Service Excellence

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

Do you ever watch the house-flipping shows on TV and think, "What did they get themselves into"? Replacing your old ITSM tool is a lot like buying a house, taking it down to the studs, and then building an entire new house from scratch. Learn how Norton Healthcare "flipped" our ITSM house and delivered an entire new system that brought us new features and services that were impossible with our old tool. Room by room, we transformed everything. If you're looking ahead to y our own ITSM tool implementation, attend this session to learn from the lessons we learned.


Attendees will gain a deeper understanding of:

  • The overall effort required to replace an ITSM tool
  • The challenges you might encounter
  • The importance of getting the entire department engaged and ready