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Lessons Learned from IT Service Management Tool Implementation: Part 10

Tenth in a Ten Part Series

· ITSM,Chad Greenslade,ITIL,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 tenth in a ten part series examining my ITSM lessons learned. I hope that these lessons help you on your journey to ITSM nirvana.

Lesson #10: Pilot your new ITSM platform in parallel with your old “ticketing” system. There is no better way to understand how your new car will operate than taking it for a test drive. ITSM platforms are no different. You’ll want to run at least part of your new ITSM platform in parallel, in a test environment, prior to a production cutover. This will undoubtedly cause increased burden on Service Desk and technical staff as they now have to log and work Incidents in two (2) systems. Unfortunately, this is a necessary evil whose risk management rewards far outweigh the one-time additional effort.