www.axiossystems.com
White Paper
Service Desk and IT Service Management Software
ITSM Tooling Uncovered
with ITIL Chief Architect
A White Paper by Sharon Taylor
Aspect Group Inc
© Copyright Axios Systems 2010
www.axiossystems.com
ITSM Tooling Uncovered with ITIL Chief Architect p2
Copyright Notice
© Copyright Axios Systems 2010. The information, which is contained in this document, is the property of Axios Systems. The contents of
the document must not be reproduced or disclosed wholly or in part or used for purposes other than that for which it is supplied without
the prior written permission of Axios Systems.
Table of Contents
The thing about tools is...
3
Before the tools
4
ITSM tool decisions – Factors to consider at every stage
6
Initial ITSM implementations
6
Service Improvements
6
Things to consider when selecting tools
8
Knowing what you need
8
Examples of criteria:
9
Thinking of tools as strategic partners
16
Acquiring a relationship
17
Migration and Integration
18
Tool Certification
18
Process integration
19
Legislated requirements
19
Own, lease, rent
20
Return on Investment
20
Greater product sophistication means a better ROI
21
Thinking your organization is unique
22
Believing there is no such thing as out-of-the-box
22
Using the Ram and refine approach
23
Upgrade or replace?
23
Decision drivers
23
Strategic factors
23
Tactical factors
24
Operational Factors
25
Flexibility
25
Access
25
Ease of use
26
Integration
26
Modularity
26
Words for the wise
27
About Axios Systems
28
About the Author
31
www.axiossystems.com
ITSM Tooling Uncovered with ITIL Chief Architect p3
The thing about tools is...
Whenever I work with clients on IT Service Management (ITSM) implementations
or program improvements, I hear the same common issues repeatedly about
the mistakes organizations make with their selection and use of ITSM enabling
technology.
Many organizations have made significant
investments in tools to enable ITSM; however,
due to a lack of tool performance that
efficie