3e7daceb_Serena_Software____Breakouts__Track
[Session] 402 [Title] Case Study: How A Small Team Accomplished A Large ITSM Rollout. Fast. [Abstract] Join Lynda Frederick of SunGard as she offers tangible ways by which a small team was able to successfully roll out service request, incident, problem and knowledge management processes in less than 10 months. Lynda will discuss SunGard's unique "Train the Coach" approach that grew the support team from four to thirty-four individuals who helped with testing, training, and post-deployment support. Topics discussed in this session will include effective ways to keep the "big team" engaged and recognize their efforts, how to answer the same question from 300 users just once, and how best to recognize the efforts of the "small team". [Speaker] Lynda Frederick [Company] SunGard [Product] Serena Service Manager [Level] All [Track] 
SBM
D e v e l o p m e n t
I n d u s t r y T r e n d s & H o t T o p i c s
I n d u s t r y T r e n d s & H o t T o p i c s + R e l e a s e M a n a g e m e n t
M a i n f r a m e
R e l e a s e M a n a g e m e n t
R e l e a s e m a n a g e m e n t
S B M
Serena Software :: Breakouts
Track