Lessons Learned from IT Service Management Tool Implementation: Part 10

Tuesday, December 29, 2020

Lessons Learned from IT Service Management Tool Implementation: Part 10

Tenth 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 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.

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.