After nine long years struggling through an unsupported wilderness…lacking automation and with no real ITSM tool support; existing in a jungle environment of twisty in-house scraped-together applications and manual process…the survivors were tired, weary.. .nearly beyond hope of rescue... When lo! A ray of shining light appeared on the horizon and the funding was finally won… We were set free to navigate our way through the glorious feast of products and vendors available.
Together, Libby & Joe have been fighting a long hard fight to bring AUT’s ITSM into the 21st century. For several years this was in the guise of replacing an outdated and ineffective call-logging tool with a modern ITSM toolset. Theirs is the tale of two Survivors’ experiences of the Toolset selection process and the resulting phase one implementation of the selected Toolset... We hope you will come along to join us and share your thoughts
Joe Gallacher has 7 years’ experience in the Service Desk / Service Management arena. He started out at Air New Zealand in 2002. Joe is one of the ITSM champions at AUT and currently manages the IT Service Desk responsible for providing support to University Staff.
Libby Perrett has been working specifically in the Service Management field for 5 years now. She firstly helped lead and co-ordinate firstly AUT’s ITIL implementation and is now the IT Service Management Analyst leading the CSI programme to the University.