Tenth in a Ten Part Series
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.
#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.