Federal Government Agency
Client
Federal Government Agency
Criteria
Change Management
Date
March 2020
Project context
The engagement supported the introduction of new ICT service desk software, requiring structured organisational change management across a large operational environment.
The challenge
The organisation needed to prepare a large and complex user base for the implementation of ServiceNow Orlando. The change affected over 2,500 service desk analysts operating 24/7, as well as approximately 23,000 self-service users.
The solution
P3People supported discovery workshops, stakeholder analysis and change impact assessment activities. The team tailored ADKAR-aligned change methods to the department’s internal framework and developed practical artefacts including an Organisational Change Management Plan, communications plan, training needs analysis, user guides and training materials.
The result
The change activities supported business readiness, executive approval for go-live and strong adoption outcomes. Communication, training and stakeholder engagement activities helped ensure the right information reached the right people at the right time.
Key highlights
Supported 2,500 service desk analysts.
Prepared change activities for 23,000 self-service users.
Developed OCM, communications and training artefacts.
Supported strong adoption and readiness outcomes.
We support organisations with practical project delivery, governance and transformation expertise to achieve successful outcomes.
