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Wednesday, June 16, 2010

Service Management Software

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Service Management Software - What is ITIL?

ITIL is service management framework for service accepted best practices for service delivery and information technology are the foundation for aligning business needs with IT.

ITIL was founded by the British government and is currently in its third version. This is where common sense framework around the practice, giving guidance for the people in their areas should be focused.

The previous version of ITIL version 3 differs from the that they have more than a silo approach to areas such processes as incident, problem, change, service level, and the availability of the release. What ITIL Service Desk practitioners found was that many people still live in their own silos and do not integrate all the aspects required to manage IT to make the process of common sense. For example, many events only management, some management-only problem.

The goal of ITIL is that everything is inter-relate and integrate - you not only do the management of events and then leave the remaining aspects of customer service for others. Version 3 attempts to formalize a better integration of services that IT provides to business. It is far more focused on what IT and business needs to focus on what provides IT services to businesses.

Currently, most businesses today can not operate without IT, but IT should be seen providing appropriate services for business. ITIL Version 3 is a more focused service and suggested that the organization must agree with the business about what services they need IT to provide, and then see how to apply the correct process - to change and improve the process based on input from the business.

Version 2 process is still a major part of ITIL because you will continue to manage incidents and problems, and manage change requests from the business. However, at this time, the silo approach has been removed and there is more overlap so that people can see how they have to pass the incident, problem, change and resolution of customer service throughout the chain.

In the past, anyone who handles incidents could see the incident; anyone who handles the issue will only see the problem. There is no integrated approach and implement ITIL version 2 is very easy to do. However, if you see it as a framework, ITIL, Version 3 makes it more difficult to fall into a single process mindset. Version 3 of the diagram is more intertwined and easier for people to see the overlapping functions and processes.

From the ITIL framework, most of the available tools to try to deal with integrated management field. Many products are certified for ITIL and Pink Elephant is one such organization that verifies the product supports the ITIL framework. However, not proscriptive ITIL - it does not specify that you need to do this like that. One of those problems while they try to implement ITIL is that they expect to be able to pick up a book and said "if I want to manage change in my organization using ITIL, this is what I should do." ITIL does not do that. This is a best practice framework and it is expected that you take what you need to ensure that it runs smoothly for your organization.

There is no right or wrong way to implement ITIL. What that means that every tool that you see will be slightly different. There are no prescriptive way of doing things, and each instrument has its own way suggested. Tools do go some way towards suggesting how you can manage the various processes, but there are always elements need to match your organization, your business practices. This is where selection becomes an important tool. You need a very flexible tool, because you do not want to establish your process to the tool - you want to customize the tool for your process.

It comes to time and money. If you do not have the time and money then you can take off the shelf tools and pleased with what he was doing. With time and money, you can set the service management software tool to your process.


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