Service Management World

Session 607: ITSM: A Cultural Conversion to Process

Wednesday, November 13 at 3:15 PM

The success of ITSM implementation projects begins with cultural change – but what exactly does that mean?
It means that every member of the IT team needs to be convinced of the importance and benefits of ITSM implementation in the organization. Each team and individuals involved will be truly committed to following the strategies required to achieve the objectives proposed. ITSM cultural change involves motivating the human factor to accept and execute any new action aimed at improving the business through ITSM. In this session, Andrew Vollaro will share insights and guidance for truly understanding your company's current and desired culture, selling the company and your team on the benefits of ITSM, and planning for the training, tools, and partners you'll need to be successful.

Andrew Vollaro

VP, Service Delivery

Webster bank

Andrew Vollaro is currently the VP of service delivery at Webster Bank. An experienced senior leader with 25 years of experience, Andrew is responsible for implementing and managing IT processes to deliver IT services that successfully align IT mission and priorities with corporate goals and objectives. He has a proven track record of translating business needs into technology solutions that support company and department objectives, building, leading, and managing cross-functional teams, and planning and exceeding financial/budget objectives and goals.