Navigating the Future of IT Service Management: Adopting COTS Software for Enhanced Problem Manageme

Navigating the Future of IT Service Management: Adopting COTS Software for Enhanced Problem Management Processes

Ms. Paula Schindele

Thursday, July 25, 2024

7:00 – 8:00 PM Eastern

An Innovation in Action Series & Joint Webinar with ASQ Government Division

Description:  Join us for an insightful session hosted by the ASQ Innovation Technical Community, as we delve into the transformative journey of Sandia Information Technology (IT) Division's adoption of Commercial-off-the-Shelf (COTS) software, ServiceNow. Discover how leveraging COTS solutions can streamline and enhance IT service management and problem management processes within your organization.

Key Highlights:

• Understanding the Shift: Explore the background behind Sandia's transition from a customized IT Service Management tool to ServiceNow.
• The Process Unveiled: Gain insights into the strategic implementation of ServiceNow, including standard work process updates, training development, and technical implementation.
• Results & Achievements: Learn about the successful launch of ServiceNow within Sandia's targeted timeframe and its impact on service production.
• Looking Ahead: Discuss the next steps in optimizing process flows based on user feedback and the importance of user role identification.
• Lessons Learned: Reflect on the critical takeaways from Sandia's journey, including the significance of aligning development items with production and understanding software licensing.

Presenter: Paula Wright Schindele is a seasoned Quality Assurance Coordinator at Sandia National Laboratories,

Registration here.