| Moderated by: taylorsharon, RobS, ivor, ColinRudd, chrnis | ||
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anca_popa Approved Member
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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 Approved Member
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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 Approved Member
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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 Approved Member 
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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 Approved Member
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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 Approved Member
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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 Approved Member
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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 Approved Member
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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 Approved Member
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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 Registered GP6 
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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 Registered GP6
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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 Approved Member
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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 Approved Member
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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 Registered GP21
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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 Approved Member
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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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anca_popa Approved Member
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True. thank you for your feedback.  |
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vjgeorge_in Approved Member 
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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 Approved Member
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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 Approved Member
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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 Registered GP1
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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 Registered GP3 
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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 15:20 by MMolina |
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IT Skeptic Approved Member
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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 Approved Member
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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 Approved Member
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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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