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Large global enterprises often struggle to get everyone in their local, regional and global IT support organizations to work together using the same IT service management tool. The challenge of implementing a single tool can be partly explained by the wide variation in the number of supported employees and the differences in their support requirements. Add to that the many cultures, languages, time zones, holiday schedules, and so on, and it becomes clear why a global ITSM initiative is so different from a single-country deployment.
Why is it so hard to get everyone to use the same tool? This paper looks at three very simple reasons why things may not turn out as planned and what can be done to avoid this.
