TeamDynamix has posted a recording of my Jan 23 presentation about our iterative IT service management implementation (note: free registration required).
I talked about how we went as “bare-bones” as possible in our initial implementation, skipping many steps that most people would feel are necessary. Then I talked about six specific improvements we made after go-live, where each one was an iteration that helped us learn more about the tool. Using the tool for major incidents was a natural extension from what we learned about the tool’s service level agreements, for example.
See also the SlideShare slides: