Fifth 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 fifth in a ten part series examining my ITSM lessons learned. I hope that these lessons help you on your journey to ITSM nirvana.
Lesson #5: Have Service & Configuration Item (CI) Owners. The concept here is simple; there is a single person listed in the ITSM platform that is responsible for the availability and working operation of the service and the configuration item. When a new service record is logged against a service and a CI in the ITSM platform, the appropriate owners are automatically notified. Similarly, if a request for change (RFC) is raised against a service or a CI, the ITSM platform knows to automatically append these persons as approvers of the RFC.
Chad Greenslade studied Information Systems at the University of Texas at Arlington and graduated Magna Cum Laude.