IT-CHANGE-MANAGEMENT5 MIN READ
Guide the Service Desk Through the Neutral Zone
Use Bridges and ADKAR language to support service desk adoption during a workflow change.
Rosa RS Service desk lead 1 Name loss 2 Diagnose 3 Stabilize Neutral zone 20 sec The transition The ticketing workflow is live. The old board is gone, the new categories are imperfect, and the desk is absorbing user confusion. This is the moment where leaders either convert pain into learning or train people to work around the new process. 41 uncategorized tickets 3 days since go-live
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