| The Dynamic ITSM Software Market Space As the pace and scope of ITIL implementations have increased, organizations have begun to confront in earnest the pressing issue of how and to what extent does software enable these efforts. In almost no cases do organizations face a ‘whiteboard’ situation where no software is currently installed that impacts or affects their IT Service Management (ITSM) abilities. Usually there is some type of a Help Desk tool, possibly some basic workflow management software, a knowledge management application, and even various aspects of Service Level Management automation. What is universally, true, however, is this: almost no one has deployed a compressive application to automate and support all aspects of Service Delivery and Service Support
This reality underscores the fact that, at this point, no such offering exists and that the many vendors offering software solutions for ITSM processes address only a partial list of processes and tasks. As the popularity of ITIL-based initiatives increases, however, software vendors are vigorously expanding their offerings to encompass ITSM functionality and, in the process, changing their data dictionaries, integration points, and core functionality. In many cases, their efforts are succeeding in creating reasonable suites or platforms that address the five Service Delivery processes; however, the Service Delivery processes continue to escape easy automation and integration. Overall, the landscape for ITSM-related software solutions is both dynamic and fragmented.
Process First or Tool First? To make matters even worse, a Best Practices approach to an ITSM implementation recommends that organizations first evaluate their current level of maturity, design better processes, and only then consider which tool or tools should be chosen for automation and support. Part of this final step is also the challenging requirement to dovetail any new software purchases with the existing patchwork quilt of installed software impacting the various Service Support and Delivery processes.
It is in this current state of confusion and that TDG can help.
What's in our Tools Assessment Report?
We are uniquely positioned to provide subject matter expertise, thoughtful recommendations, and best practices methodology. In this offering, we deliver a fixed price report that reconciles:
- strategic IT objectives - any governance requirements for software
- any existing or ongoing ITIL maturity assessment efforts
- internal tool skills, development capability and support capacity
- currently deployed and planned deployments of ITSM software
- ITSM process deployment plans
- budgetary impacts
- vendor commitments and relationships
- user experience with current ITSM software tools
Our report will address what to do and in what order to deploy automation tools to support your planned ITIL process rollouts. Contact our staff today to view samples of this report and determine how you can optimize your software spend in support of your ITSM project. |
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