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Tools for IT Service Management

Definition: It is generally recognized that the use of Service Management tools is essential for the success of all but the very smallest process implementations. The tool being used shall support the processes – not the other way around.

Often organizations believe that by purchasing or developing a tool all their problems will be solved, and it is easy to forget that we are still dependent on the process, the function and, most importantly, the people. Remember: ‘a fool with a tool is still a fool’.

supports

IT Service Management the implementation and management of Quality IT Services that meet the needs of the Business;

IT Service Management is performed by IT Service Providers through an appropriate mix of People, Process and Information Technology.

is determined by

Generic ITSM Tool Requirements An integrated ITSM technology is needed that includes the following core functionality. Integration of these functions can be achieved either at the supplier's side by combining all functions into one single tool suite (tool set), or on the IT organization's side by ...

lists

Configuration Management System A set of tools and databases that are used to manage an IT Service Provider’s Configuration data. The CMS also includes information about Incidents, Problems, Known Errors, Changes and Releases; and it may contain data about employees, Suppliers, locations, Business Units, Customers ...

Tools for RACI Modeling The RACI Model has been proven to work with low-tech or widely available tools such as:

• squared (checkered) paper • HTML • Microsoft Excel

Advantages of low-tech tools are ease of use, flexibility, accessibility and low investment costs. Low-tech tools help you to ...

see publication details, table of content or references of 'Service Design'

Source: Service Design (OGC)

  • Technology considerations

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Dies ist ein Teil des Body of Service Knowledge der Continental Software GmbH, zusammengetragen aus den Best Practices der ITIL und CobiT und PMBOK Frameworks, der ISO 20000 Norm, sowie aus eigener Erfahrung.

© Continental Software GmbH; ITIL® und IT Infrastructure Library® sind eingetragene Warenzeichen des Cabinet Office. COBIT® ist eingetragenes Warenzeichen der Information Systems Audit and Control Association (ISACA). ISO® ist eingetragenes Warenzeichen der International Organization for Standardization. PMI und PMBOK sind eingetragene Marken des Project Management Institute, Inc. Andere hier erwähnte Inhalte, Produkt- oder Firmennamen können die Warenzeichen ihrer jeweiligen Eigentümer sein.