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ITIL Tools can be a
fairly lengthy subject, so I’ll endeavor to keep this one to a
minimum. Where to start
is probably the hardest question to answer!
Service Delivery or
Service Support ITIL tools?
This is a real
quandary, as most tools actually do support the ITIL processes in
some shape or form. The question then is how well do they support them.
If you only listen to the vendors, you get the impression that each
toolset is 100% supportive of ITIL. It’s a pity that this is not
usually the case and you probably need a mix of different tools to
ultimately be your ‘solution’ for your
organization.
The tool first or the
process?
This is an easy
question to answer! The
Process must come before the ITIL tools! We deal with
organizations every day that have gone to a lot of trouble and
expense to put in place ‘best of breed’ applications only to find
that they are having difficulties. This occurs not so much from the
functionality of the tool but from the lack of understanding of what
business process the IT process is directly supporting and how the
ITIL tools can directly support that internal process! The long and
short of it is that the tool must support your process not the other way
around.
Want to find out more
about ITIL:
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