Chad Greenslade | Blogspot: Lessons Learned from IT Service Management Tool Implementation: Part 6

Thursday, September 24, 2020

Lessons Learned from IT Service Management Tool Implementation: Part 6

Sixth in a Ten Part Series

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 know all the permutations that will ultimately exist for Category, Sub-Category, and Item when the ITSM platform is initially launched. For this reason, you must make these fields not required for the user / customer, but required for the Service Desk prior to closing the service record. The user will generally know if its hardware or software that is impacted, but they may not, or they may choose incorrectly. Ultimately, it’s up to Service Operation to correctly append Category, Sub-Category, and Item to the service record and they must be empowered (authorized) to create new entries as needed in order to properly record the service record.

A certified IT professional in the project and service management disciplines, Chad Greenslade is a twenty-year veteran of the Information Technology industry and a graduate of the University of Texas at Arlington where he studied Information Systems. While at UTA, he maintained a consistent presence on the Dean's List and graduated with Magna Cum Laude distinction.

As a professional, he has mastered a wide range of project and service management disciplines and currently holds eight certifications including the Project Management Professional (PMO), SAFe Scrum Master (SSM), Certified Scrum Master (CSM) and several Information Technology Infrastructure Library (ITIL) certifications. Chad Greenslade’s other areas of expertise include developing tailored delivery processes, customized roadmaps, strategies, prioritization frameworks, agile transformations, PMO (project management office) and ITSM (IT Service Management) organizational development.

Prior to becoming an independent consultant, Mr. Greenslade served as a Vice President with the Houston, TX-based ATM manufacturer Cardtronics from 2015 to 2018. Heading the company’s IT Project Management Office, he oversaw the on-time and on-budget completion of capital and operational projects. He holds current membership in the Project Management Institute of Dallas, TX.

Outside of the professional arena, Chad Greenslade is an avid fitness and sports enthusiast who likes to compete in various recreational baseball and softball leagues. As a spectator, he closely follows the Texas Rangers and Dallas Cowboys. Additionally, Mr. Greenslade is a frequent world traveler who has spent time in locations ranging frmo Mexico, the Bahamas, Brazil, the Carribean islands of st. Thomas and St. Marten, to the European destinations of Iceland, Belgium, Germany, France, and Turkey. Wherever he goes, he enjoys exploring the countryside and meeting new people, as well as sampling fine wine and exotic cuisine.