Speakers
Andrey Cunha
(SWITCH)
Ann Harding
(SWITCH)
Description
It's 2025. Switch is 38 years old. Teams have grown with a lot of autonomy, unique processes, and tools. While this structure basically works, delivering across boundaries is hard as complexity expands and the need for clearly demonstrated compliance increases. IT Service Management is not a topic to set pulses racing with excitement yet it became a surprising useful approach to build bridges across the organisation.
This is a story about throwing away a formal project to focus on grassroots engagement, organisational design principles and new ITSM tooling and processes to glue Switch together.
Primary author
Ann Harding
(SWITCH)
Co-author
Andrey Cunha
(SWITCH)
