While the ITIL® has been internationally accepted as the standard guidelines in the IT service management, not much has been told on how to handle the processes. The ITIL® processes would be the best practices if problems along the processes were managed well.
Three of the ITIL® tools used are:
1. Process management tools refers to the management
processes of ITIL® and tracking of its statuses, assignments,
escalations, historical work performed, and tasks relative
to fulfilling the work. 2. Analysis Tools refers to tools needed in analyzing
relevant date. It enables a detailed understanding of
metrics that is aim to assist in providing accurate
completion tasks. 3. Execution Tools refers to tools use to enable
personnel responsible to complete the task using
The above tools are used in the implementation of the four processes of ITIL® as well as in the fine tuning and adjusting controls to meet organization’s needs. The tools actually list down the actual tasks that should be performed to support each activity. For example, an ITIL® Change management would have great effect to the personnel or group personnel concerned. The request for the change should be validated and such would require checking whether it is justifiable to make such change. The ITIL® process tools are used towards coming up with a final decision whether change should be made or not.
With the ITIL® process tools on hand, documenting and finding immediate solutions to IT problems would be easier to handle with. It is through the ITIL® process tools
that an organization would minimize a cost on it’s IT budget or how much revenue it has earned from giving quick response to its users.