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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Lessons Learned from IT Service Management Tool Implementation: Part 1

Posted:May 28, 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 first in a ten part series examining my ITSM lessons learned.  I hope that these lessons help you on your journey to ITSM nirvana.

Lesson #1: Beware of the Integrators.  An “Integrator” is a third party professional services firm that will help you to setup and deploy your selected ITSM tool.  Unless you have requisite development, configuration, and...

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Cost or Profit Center?

Posted:May 8, 2018 | Tags: ITIL, IT Cost, IT Profit, ITSM, IT Service Management, Chad Greenslade

By Chad Greenslade

An important policy decision to be made is whether IT will be a profit or cost center.  This is a decision made by the organization’s executives, not by IT management.  This is because IT, as a business unit, is subject to the same governance as any other business unit.  Although IT executives may be asked to participate in making that decision, this is ultimately a matter of enterprise financial policy.  Definition of these two options are:

  • Cost Center: Two (2)...
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