I was recently asked to run an IT service management workshop for a large software company. Because every customer environment is different, we had the customer’s subject matter experts present some of their “must have” requirements for this deployment. Up on the projector flashed a spreadsheet with hundreds of rows detailing features, attributes, since security policies, historical baggage, and contrived customizations.
According to a 2019 Everest Group study, 73% of enterprises receive no value from their transformation efforts. So, how do organizations land on an implementation solution that’s not too complex, not too anemic, but just right for their needs?
