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anca_popa
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Posted: Wed Oct 8th, 2008 08:32 |
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Hello,
i need to a list of ITIL V3 compliant software. By now i have identified the following softwares:
BMC Remedy
IBM Tivoli
HP:
HP Asset Manager software
HP Connect-It software
HP DecisionCenter software
HP Discovery and Dependency Mapping software
HP Service Manager software
HP Universal CMDB software
CC Asistant from bitsoftware
Do you know other software solutions?
What can you tell me about these?
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mtjasny
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Posted: Wed Oct 8th, 2008 09:58 |
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Hi,
Please look here, the list maybe is not complete (software that doesn't have the pink verify certificate can be still "ITIL compliant"), but very helpfull.
https://www.pinkelephant.com/en-US/ResourceCenter/PinkVerify/PinkVerifyToolsetV3.htm
Best Regards,
Mateusz Jasny
Blog about project and IT management
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anca_popa
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Posted: Wed Oct 8th, 2008 10:49 |
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Thank you very much. I've found others also:
Provence
PS'Soft
USU's Valuemation
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IT Skeptic
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Posted: Thu Oct 9th, 2008 13:34 |
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Pink Elephant will hasten to point out to you that they do not certify ITIL compliance. Many people argue that there is no such thing. Certainly any software at all will support ITIL processes, the question is just how well, which is a question of degree. That is, there is no such thing as NON-compliant software - just some makes it more difficult than others. You can run ITIL on Post-It Notes if you want to, or Excel.
The danger when people start talking about ITIL tools is that some get the idea that they can "buy an ITIL" by installing the tool, but tools don't make ITIL.
If you really want to test tools hard for ITIL "compliance" ask them these questions: http://www.itskeptic.org/node/263
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Diarmid
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Posted: Thu Oct 9th, 2008 14:41 |
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IT Skeptic wrote: Certainly any software at all will support ITIL processes, the question is just how well, which is a question of degree.
It is also a question of what you want from the tools. They should be measured against your requirement, not against ITIL because your service management system (however much you use ITIL to build it) will be very different from someone else's.
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anca_popa
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Posted: Thu Oct 9th, 2008 14:48 |
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| i know that. i want a tool that helps me to apply the best practices described in ITIL
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anca_popa
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Posted: Thu Oct 9th, 2008 14:59 |
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| my problem is that the implementation and the software costs around 200 K euro and during this international crisis any investement should be measured and analyzed in great detail.
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M_Croon
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Posted: Thu Oct 9th, 2008 23:03 |
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Hi,
Take a look at http://www.toolselector.com. This site can assist you in making a preliminary selection.
Regards,
Michiel
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IT Skeptic
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Posted: Fri Oct 10th, 2008 03:44 |
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The thing to measure and analyse is whether service process improvement will provide an adequate return on investment.
Once you determine what changes are required to your processes at your organisation, which will include a smattering of ITIL best practices but modified to suit, then you can determine your tool requirrements. i.e. tool requirements fall out of the back of a project - they don't start it. Once you have those, you can measure compliance to those requirements. Even if compliance to the ITIL abstract 'standard' is possible, this is only of passing interest to you. Your own requirements will differ considerably.
If compliance to ITIL is important, this hints that perhaps you dont have requirements yet, and are starting with the tool in the hope of thereby introducing best practice. technology does not fix process http://www.itskeptic.org/node/77
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RamaPM
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Posted: Fri Oct 10th, 2008 04:10 |
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Implementing ALL ITIL Best Practicies (using tools) will cost you. Depending on your financial power, you can choose.
To be a ITIL Compliance, you need to get ISO 20000 certification on IT Service Management.
You have to have
Incident Managment process, Problem Managment Process and Release & Change Management process. And finally CMDB. The links between these are also equally important.
You don't need to buy tools to cater for all these processes. You may do some on paper (Excel, as you said) and some using tools.
Typically many will start with Incident Management and Asset Management (at a later stage, identifying the links, you can convert this to CMDB) using tools and at a later stage Release and Change Management.
Problem Management can be implemented after the above processes.
Note: All these heavily depends on real requirement to have these processes, Budget and Management commitment.
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RamaPM
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Posted: Fri Oct 10th, 2008 04:11 |
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In your list you also can add CA Tool: USD r11 for Incident and Problem Management.
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IT Skeptic
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Posted: Fri Oct 10th, 2008 05:33 |
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Amen, Rama. My rule of thumb is that if software costs (INCLUDING its technical implementation) exceed 30% of total costs, then the process and people aspects are being neglected.
My personal preference is to see process costs at least equal tools costs, and cultural change costs to equal the sum of them, i.e 50% people, 25-30% process, 20-25% tools. Of course this almost never occurs in reality. i suspect 5-20% spent on workshopping, training, coaching, monitoring and communications is more typical
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anca_popa
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Posted: Fri Oct 10th, 2008 09:29 |
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i agree with you. i know that the software i less important but i cant start the implementation without giving to my superior an estimate of costs and i need to catch the costs of the software also. anyway, let's not forget the hardware costs, system operation cost and the list can go on.
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Robert Falkowitz
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Posted: Fri Oct 10th, 2008 10:02 |
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Don't forget that there is also open source software that support service management. Check sourceforge.net
What you pay a license fee or not for the software, your ongoing operational costs will finally be the big number in the budget. Of course, for commercial software the support and maint. will be a percentage of the list price, which you do not need to pay with open source.
When you estimate the costs for the software, there are generally three drivers for process support software (the drivers for software like for monitoring are different):
1) the number of production instances you will use, generally the number of different databases to be used (generally, the editor allows you at least 1 test environment together with the production env.;
2) the number of simultaneous users (some products offer two types of licenses - named user, which is more costly but guarantees a session (typically used by service desk agents, or other process managers like change managers); and unnamed user, which is probably what you will use the most for everyone else - but if you run out of licenses, the users will have to wait.)
3) the individual modules you license in the suite.
Note, too, that some editors use a rental model for financing software. There is no up-front license costs, but the annual fee tends to be quite a bit higher.
Finally, when it comes to costs, NEGOTIATE!!!
-Robert
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Johnson_Inoks
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Posted: Fri Nov 28th, 2008 08:50 |
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NumaraSoftware.com - FootPrints V9
you might want to add that to your list. Another good research made is from Forrester wave report, it actually does a breakdown and analysis of the tools out there. google this: "The Forrester Wave™: Customer Service Software Solutions, Q4 2008"
I guess the rest of the folks here have given sound advice when comming to selection of a tool. Cost of hardware, operation, training, lic, maint cost, proj implementation man hrs, etc.
Would just like to add a point which is the ease of config. Customers I have seen made changes in their requirements so frequently which is costing us much pain. In the last tool I have worked with, Incident piority of "high/medium/low" is changed to "sev1/2/3/4" which might require a data patch to be done in the backend, notification rules to be changed, drop down choices edited and a change request to be made for a server downtime.
"whats so hard just to change a piority naming convention!"- Mr Customer. (VP)
"yes, we will see to it that it will be done" - Mr outsourced vendor (PE)
This is just 1 typical scenario my transition team threw at me and it is when I found out the cost for the vendors to re-config the tool costs a bomb......
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