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