Adaptation of ITIL3 & ITIL4 for the Statutory City of Ostrava – Our Way from a Dinosaur to young pike (Marek Kaňák, Michal Hrotík)

Čtvrtek 23. 1. 2020, 11:00 - 11:25 (hall A1 AFRICA)

During the lecture, we would like to share with you the experience of moving from ITIL V2 to newer versions of ITIL. What are the differences between ITIL V2 and next generation ITIL V3 and V4 tools?
Specifically, what were our expectations in terms of process automation and streamlining of ticketing.
What were our expectations and needs for aromatizing data collection, including integration with CMDB.
Furthermore, what were our requirements for integration with surrounding systems, such as IDM and Service Desks of vendors, our concerns about the user’s response to these changes and how the solvers themselves responded to the new system.