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Macmillan runs roadshows to address resistance to service management

Karl Flinders

Cancer charity Macmillan had to overcome user resistance when it upgraded its IT service management (ITSM) technology, after the organisation outgrew its existing technology and processes.

The organisation eventually overcame user resistance with a number of roadshows to highlight the benefits of the new technology.

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Macmillan implemented ITIL service management software from ICCM. But the organisation had to address a number of challenges associated with getting staff to accept the changes

Macmillan has grown in recent years and now employs about 2,000 people in 11 locations, but the IT department did not grow at the same rate. Many employees and volunteers work remotely.

Andreas Kis, service delivery manager at the charity, told Computer Weekly the organisation outgrew its service management software. It used an old version of Heat from Front Range, which only provided incident management.

Kis said the service management organisation was small and ad hoc. There was no service delivery manager role. Macmillan chose the ICCM software to support its strategy to be fully ITIL compliant.

“Previously there was no clear system for differentiating between logged calls,” said Kis. 

“The system enables instant visibility of how many different types of calls have been logged for a particular issue, service or employee request. 

"Subsequently, trends can be identified and issues resolved so they don’t re-occur, thus eliminating repeat cases almost completely.”

ICCM also has a self-service portal for staff to request services and access support, which has reduced the number of calls to the charity’s IT service desk.

Kis said that, despite the perceived benefits, the most challenging part of the process was resistance to change among staff. 

“It was difficult because of the resistance from people, not the technology,” said Kis. 

“People had the attitude that, if it works, why change? They did not understand the benefits of becoming ITIL-compliant.


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