Often ITSM tool implementers naively expect users’ adoption to be a by-product of the tool implementation. They forget it’s about PEOPLE, not technology.
Introducing ServiceNow at the Al Jazeera media network, Gabriele Kahlout gained first-hand experience in spreading user adoption from department to department like wild fire, and getting the tool used for real, to use his words. As a “growth hacker”, Gabriele is enthusiastically working on the Al Jazeera Digital Transformation. He's also the author of the book Spinning Up ServiceNow: IT Service Managers' Guide to Successful User Adoption.