Summary
Organizations are switching service management platforms due to outdated systems, high costs, underutilized investments, and a need for improved automation and support. Key drivers include simplifying operations, supporting innovation, and meeting compliance. Common migration pitfalls involve poor planning, weak sponsorship, and neglecting change management and data migration. This report identifies what it takes to have a successful migration, including executive sponsorship, phased rollouts, stakeholder engagement, and continuous improvement.
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