Lessons Learned from IT Service Management Tool Implementation: Part 4

Fourth 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 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 want to ensure that accurate meta-data relative to the Service and Configuration Items impacted are accurately associated to the service record.  Now, it’s not necessary that the customer correctly identify the Service or Configuration Item, only that they submit as much information as they have to the Service Desk.  It’s the responsibility of Service Operations to ensure that the data ultimately appended to the service record is accurate.  Without the Service and Configuration Items being appended to the service record, it’s impossible to report on a variety of key performance indicators (KPIs) relative to the service and / or the configuration items.  For example, if a major incident record does not identify the service impacted, how can you accurately report on the availability of that service?  As I mentioned in point #3 above, if you make development of the Service Catalog prerequisite to launching your ITSM platform, logging the Service & CI impacted by the service record will be easy.  If you don’t, your ITSM platform will simply be just another “ticketing” application.