Lessons Learned from IT Service Management Tool Implementation: Part 6

Posted:June 29, 2018 | Tags: ITIL, ITSM, IT Service Management, Chad Greenslade, IT Strategy

By Chad Greenslade

I have often been asked about my lessons learned in implementing an IT Service Management (ITSM) tool.  Below is the sixth in a ten part series examining my ITSM lessons learned.  I hope that these lessons help you on your journey to ITSM nirvana.

Lesson #6: Have Diligence Relative to Category, Sub-Category, and Item.  As I mentioned in Lesson #2, don’t take shortcuts or be short-sighted in the proper definition of your meta-data.  I realize that it may be impossible to...

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Lessons Learned from IT Service Management Tool Implementation: Part 5

Posted:June 27, 2018 | Tags: ITIL, ITSM, IT Service Management, Chad Greenslade, IT Strategy

By Chad Greenslade

I have often been asked about my lessons learned in implementing an IT Service Management (ITSM) tool.  Below is the fifth in a ten part series examining my ITSM lessons learned.  I hope that these lessons help you on your journey to ITSM nirvana.

Lesson #5: Have Service & Configuration Item (CI) Owners.  The concept here is simple; there is a single person listed in the ITSM platform that is responsible for the availability and working operation of the service and the...

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Lessons Learned from IT Service Management Tool Implementation: Part 4

Posted:June 25, 2018 | Tags: ITIL, ITSM, IT Service Management, Chad Greenslade, IT Strategy

By Chad Greenslade

I have often been asked about my lessons learned in implementing an IT Service Management (ITSM) tool.  Below is the fourth in a ten part series examining my ITSM lessons learned.  I hope that these lessons help you on your journey to ITSM nirvana.

Lesson #4: Log Incidents, Service Requests, Problems, Change, and Releases against Services AND Configuration Items.  As I’ve mentioned in the previous lessons, when a new service record comes into the Service Desk, you’ll...

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Lessons Learned from IT Service Management Tool Implementation: Part 3

Posted:June 12, 2018 | Tags: ITIL, ITSM, IT Service Management, Chad Greenslade, IT Strategy

By Chad Greenslade

I have often been asked about my lessons learned in implementing an IT Service Management (ITSM) tool.  Below is the third in a ten part series examining my ITSM lessons learned.  I hope that these lessons help you on your journey to ITSM nirvana.

Lesson #3: Have a Service Catalog.  The Service Catalog is the foundation of any ITIL-based IT environment.  If you don’t have a Service Catalog, then you don’t have true Service Management.  Developing a Service Catalog is not...

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Lessons Learned from IT Service Management Tool Implementation: Part 2

Posted:May 30, 2018 | Tags: ITIL, ITSM, IT Service Management, Chad Greenslade, IT Strategy

By Chad Greenslade

I have often been asked about my lessons learned in implementing an IT Service Management (ITSM) tool.  Below is the second in a ten part series examining my ITSM lessons learned.  I hope that these lessons help you on your journey to ITSM nirvana.

Lesson #2: Avoid “Other”.  When you’re going down the path of configuring your ITSM modules (e.g. Incident, Problem, Service Request, Change, Release), there are various meta-data elements you’ll be asked to configure.  When a...

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