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 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.
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