IT Service Management Tools

[jferrini]

Hi Guys,

first I would like to introduce myself. It's my first post so:

I'm ITIL Certified and I'm from Brazil (Campinas/SP). I work as Product Manager in a software company as consultant.

I'm wondering to start provide ITIL Consulting here and I'm curious about the tools you guys work with and which are the tools that is often used by companies.

Regards,

Marcio

[JPnyc]

Bem-vindo Marcio. Welcome to the forum.

[jferrini]

Thanks JP.

Do you have any clue about ITIL tools as I said before?

Regards,

Marcio

[SmallCart]

Well it really depends on the project and what ITSM toolset you are working with (i.e. HP, CA, BMC, etc). I'm assuming this is what you are asking. I've focused mainly on enterprise sized clients and seen mostly HP ServiceCenter, HP Service Desk, or BMC Remedy products. Someone that focuses on mid-range clients would probally have to work with alot of Heat, CA, and Track-It. Small Business could be anything from email to an open source to Access. I've seen one Fortune 500 company use MS Access on OS/2 for many years until we migrated them to CA.

[miket]

Check out http://www.samanage.com - its an on-demand IT Asset Management service that helps you manage computers and software assets, licenses and contracts and detects risks to your assets as well as license compliance issues. Its easy to deploy and get started and provides most of the core Asset Management needs available in enterprise solutions such as BMC or CA.

[The Skeptic]

ITSM isn't about tools. it is a people issue first and a process issue second. Tools fix nothing. And they all work, near enough.

Good people can work with crap process and good process can work with crap tools. Good tools won't fix bad process and good process won't be adopted by unprepared unmotivated undeveloped unsuitable people.

once you understand the process transformation you need to make, only then do you understand what tool changes you need to make.

if you come at ITSM from a tools perspective you will have a bunch of unused/misused tools.

more at http://www.itskeptic.org/node/77