In today’s world where demand for up to date services has grown and the lead times for delivery has continued to be shortened I am often asked, what is the best tool? The answer is, of course, “it depends!” Every organization has different needs, budgets and resources, however the requirements for automated building, testing and delivering new functionality has never been greater. Every organization must be able to look at the list of requirements for tools from both the operational and development sides of the IT organization as the functions become more and more integrated. The starting point is a list of generic requirements. An integrated suite is preferable and should include options such as: Service Portfolio Service Catalog Service Design Tools Discovery/Deployment/Licensing Technology Workflow or process engines CMDB’S Configuration Management Systems (CMS) Self Help for Users Remote Control Diagnostic Utilities Reporting Tools/Dashboards Service K...

I am often asked, what is the best ITSM tool? Which tools are ITIL compliant? The answer is, of course, “it depends!” Every organization has different needs, budgets and resources. For now, there is no officially recognized “ITIL Compliant” designation. The OGC and APM Group have recently introduced a Software Assessment Scheme that will audit ITSM toolsets against specifically defined ITIL criteria. Going forward, you will be able to easily identify the tool suites that have met those requirements. The starting point is a list of generic requirements. An integrated suite is preferable and should include as much of the following as possible: Service Portfoilio Service Catalog Service Design Tools Discovery/Deployment/Licensing Technology Workflow or process engines CMDB’S Configuration Management Systems (CMS) Self Help for Users Remote Control Diagnostic Utilities Reporting Tools/Dashboards Service Knowledge Management System (SKMS) Depending on your requirements, goals, budget, ITSM ...