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9.1 Types of tools
9.2 Summary of tool evaluation
criteria
9.3 Product training
The first question to ask on this topic is 'Do I really need software tools?' If the answer is 'Yes' then, assess the need formally with a well-researched selection Process.
According to the glossy brochures and the sales talk, Service Management tools are indispensable. However, good people, good process descriptions, and good procedures and working instructions are the basis for successful Service Management. The need for, and the sophistication of, the tools required depends on the business need for IT Services and, to some extent, the size of the organisation.
In a very small organisation a simple in-house developed database System may be sufficient for logging and controlling Incidents. However, in larger organisations, a sophisticated, distributed, integrated Service Management toolset may be required, possibly linking all the processes with event-management systems. While tools can be an important Asset in today's IT-dependent organisations, they are a means, not an end in themselves. When implementing Service Management processes, the starting point should always be looking at the way processes work and the need for management information. This provides the information needed to define the specifications for the tool best suited to assist the organisation.
Why the need? Here are some of the reasons:
Automated tools allow:
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