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anca_popa
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| Joined: | Fri Jul 18th, 2008 |
| Location: | Bucharest, Romania |
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Posted: Fri Nov 28th, 2008 16:52 |
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True. thank you for your feedback. 
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vjgeorge_in
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| Location: | Chennai, India |
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Posted: Tue Jan 6th, 2009 14:05 |
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| In specific there are lot of softwares being designed for ITIL and or relevant to Incident, Problem Management like BMC remedy variants, also some online CRM applications like Salesforce.com are worth give a try.
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Daran.Mitchell
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Posted: Thu Jan 8th, 2009 17:44 |
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I try to approach implementations with the following in mind; the service management process should drive the selection of the tool(s) vs. the tool(s) capabilities driving the service management processes. The tool(s) function is only to automate the processes. The processes should be designed from requirements and the requirements should support the business objectives.
I witnessed on more than one occasion where the tool was selected prior to defining the processes and thousands of capital dollars were spent only to see the implementation fail. The blame for the failure typically falls at the feet of the tool and ITIL while it was really the failure of the implementation team to define an efficient process that produces the expected results.
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anca_popa
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Posted: Fri Jan 9th, 2009 21:25 |
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i agree with you.
first is the training on itil,
second the business and needs analysis
third tool capabilities analysis
fourth implementation
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mnyhuis
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| Joined: | Wed Dec 10th, 2008 |
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| itSMF Chapter: | Australia |
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Posted: Mon Jan 12th, 2009 06:35 |
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Actually, a lot can also be said for parallel implementation. For instance:
Tool Selection First: It is easy to implement 'cool features' that provide no real value to the business or process just because the vendor said so.
Process First: Depending on how close the tool will fit your processes, you end up needing to heavily customize the tool which make subsequent upgrades both costly and risky (although the Professional Services teams from the vendors love this appr oach  )
By ensuring that you have a relatively good fit for a tool to your processes, but you are willing to adapt your processes slightly you can end up with a much better fit that also makes maintenance and support for the tool much better.
Whilst "ITIL Compliance" for a tool is nonsense, matching both tools and processes to ITIL or the ISO/IEC 20000 standard will give you a fairly close fit to begin with.
Hope this helps.
Michael (Australia)
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MMolina
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| Joined: | Thu Dec 27th, 2007 |
| Location: | Madrid, Spain |
| Posts: | 30 |
| itSMF Chapter: | Spain |
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Posted: Mon Jan 12th, 2009 15:26 |
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Tools doesn't make ITIL implemented in your organization. If proactive IT alignment to the business is done, you will never be in such a situation like evaluating ITIL V3 (or any other framework) compliance. You will be in the position of evaluating "YOUR BUSINESS" compliance.
ITIL is made to uncover the business need, and believe me, there are no business who need ITIL. The business needs are far different, and usually the needs have names like:
- "Increasing retention"
- "Higher revenue by 7%"
- New territory / market / product line
Now, understanding and adopting ITIL, there will be more (and better) chances to build a solution able to drive value to those needs.
And at the end, for an official way to accredit software or to view the current accreditation you can see the APMG comments in the page http://www.itil-officialsite.com.
Regards,
Marlon Molina
Last edited on Mon Jan 12th, 2009 16:20 by MMolina
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IT Skeptic
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| Joined: | Thu Jan 31st, 2008 |
| Location: | Porirua, New Zealand |
| Posts: | 50 |
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Posted: Mon Feb 23rd, 2009 21:25 |
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"there are no business who need ITIL"
Absolutely bang on! As you say, ITIL is one of several tools to be used as part of a process transformation (or re-engineering if you prefer) to achieve some business outcome, even if it is so loosely (poorly) framed as "better service from IT".
You can't buy ITIL, you can't implement ITIL, you can't have ITIL.
ITIL is paint. What are you painting and why?
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Johnson_Inoks
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Posted: Tue Feb 24th, 2009 03:07 |
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ITIL Tools like FootPrints or Remedy is a paint & brush.
ITIL itself is a "way" of painting which helps you complete the art faster and in an easier read format for others to understand/appreciate.
ITIL can be bought in the way of courses and books or articles. It teaches you where to position the focus of the painting, background colour tones, etc.
Yes, everything is just talks and ideal world "best" practices. Getting the best book, brush and paint set but you might still end up with a bad painting as you are still the one holding the brush.
Some folks out there are born with a natural ability to see and structure an IT business. Smart or clever or had a good clean piece of paper to start drawing on. Some are not that lucky and need guidance and the right equipments to start.
So encourage people to learn ITIL, try implementing them and learn while you paint. Start with cheap ITIL tools like excel to track incidents, word document forms for change requests approvals, etc. Since the IT world came up with this "Library" where it already compiled all the best practices, why not try it and you might learn something.
"there is no business who need ITIL" - my company is mainly to help structure folks out there to ITIL, without it theres no business.
I think the black sheeps I have seen are the ITIL blind worshippers out there who use that 4 letter word to implement procedures and processes without fully understanding it. Chillz dude, bang on~
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Arthur
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Posted: Tue May 12th, 2009 10:57 |
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Hi,
I have used Efecte’s application ERP for IT and I have been quite pleased. Efecte can be configured and is very flexible. If you take administrating course you can do the configurations by yourself. After getting used to its reporting tools I found it quite versatile.
-Arthur
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