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...

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...

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...

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...

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...