ITIL software solution – There a re a huge amount of possibilities here! What I won’t list are individual proprietary tools as we prefer to be vendor neutral.
With regard to ITIL software solutions, I will provide a list of the considerations and types of tools for you to then look towards the glossies for your ITIL software solution. ITIL software solution – Why? The first question to ask on this topic is ‘Do I really need software tools?’ If the answer is ‘Yes’ then, assess the need formally with a well-researched selection Process. According to the glossy brochures and the sales talk, Service Management tools are indispensable.
However, good people, good process descriptions, and good procedures and working instructions are the basis for successful Service Management.
The need for, and the sophistication of, the tools required depends on the business need for IT Services and, to some extent, the size of the organization. ITIL software solution – What? Automation of core processes is a good starting point.
These include things like Incident logging and tracking, Problem Management and Configuration management tools.
Other tools include: interactive voice response (IVR) systems the Internet, internal electronic mail, voice mail self-help knowledge case-based reasoning/search systems network management tools (including remote support capabilities) System monitoring Configuration and Change Management systems release and distribution systems security monitoring and control, including password control, detection of violations and virus protection capacity planning IT Service Continuity Management (including automatic back-ups).
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