Best practice / ITIL based tool for small business?

zoe41 · Itiler Joined: Jun 23, 2008 Posts: 21

I am trying to introduce some ITSM best practice within my organisation. Just joined. There isn't much ITIL knowledge here so there is a steep learning curve. I wouldn't call myself an expert either.

About 300 user base. There is an existing ticket logging tool in place. Quite basic. Very limited in areas and requires a high level of customisation.

The organisation has outgrown this tool now and needs to introduce some more efficient processes. I am starting off by doing an audit based on IS020000. Looking to form a plan based on gaps and risk etc.

HAve been invovled in an ITIL implementation project at a much larger org before. Two years of interesting debate. I know this is more people and behaviour than tools etc.

So having said that I am trawling the market for some likely suppliers for a ITIL based / orientated (not compliant!!!) tool for a small user base. Any recommendations / suggestions.

I need to put in a rough estimate for budgetary purposes at this stage.

thank you

Zoe

FGD · Posted: Mon Jun 23, 2008 11:25 pm Post subject:

What's your next step after the incident logging activities? How much effort does the customization imply? What results can you achieve with the existing tool? Do you get sufficient incident management information? Will you need detailed configuration information to handle change control?
My take on this would be to see where your organization is going in terms of ITSM before selecting a tool.

zoe41 · Itiler Joined: Jun 23, 2008 Posts: 21

I totally agree with you. I usually say to customers don't go shopping when hungary.

With regards to the current tool in reality the level of customisation isn't appropriate so the current tool isn't supporting my basic needs which are:

Incident
problem
a level of trending and reporting upon closure classification to assist with proactive problem management.
third party management / slm
service requests
A level of asset management to integrate asset information within the tool for incident purposes.

I am not saying a fully functioning CMDB that would be some years off I suspect. So to answer the question on change and config I would like this to be a goal in the future. In the first instance the incident / problem and SLM with some decent reporting is my goal.

I do intend to go through the usual analysis cycle to determine these requirements a bit more in detail. I am currently trying to put a ballpark figure in a budget line.

I have for example started to look at remedy express. So if anyone has any suggestions of contenders. I'd be grateful.

zoe

m_croon · Posted: Mon Jun 23, 2008 11:57 pm Post subject:

zoe41 · Itiler Joined: Jun 23, 2008 Posts: 21

oh ok I didn't realise the board restriction which makes in fact eminent sense. Zoe

itilimp · Posted: Tue Jun 24, 2008 4:02 am Post subject:

You could also look at the PinkVerify vendors and those on the Gartner Magic Quadrants and Forrester Wave as a way of shortlisting potentials.

Best to start with a clear idea of what you need before looking for a tool to support it though.

Doober · Itiler Joined: Apr 04, 2008 Posts: 30

m_croon · Posted: Tue Jun 24, 2008 8:52 am Post subject:

UKVIKING · Posted: Tue Jun 24, 2008 6:04 pm Post subject:

Doober,

Yes, you can post opinions about other tools - but, this is not a forum to slag a tool.

If some one asks - My company is looking at .... for an incident mgmt tool, does any one have any opinion

This would be a fine time to jump in and make your opinions known.

That beingsaid, every tool has its benefits/problems. A lot of issues with tools has to do with the implementation and development of that tool.

I have used the following tools - vantive, siebel, clarify, remedy, HP Service Desk, custom built applications (my own companys - BlueWeb Software) . Each has quirks etc

Merely slagging it off can be done to a tool - but expect me (at least) to rip the poster apart for not explaining things like - how did training, developement, testing procurement etc go

I find that problems with the tools usually can be foudn in one of those areas
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

ozz · Itiler Joined: Apr 02, 2006 Posts: 40

Remedy is decent right out of the box , be careful not get lost in custom form hell.
Ozzie

UKVIKING · Posted: Tue Jul 01, 2008 12:42 am Post subject:

Nope, ozz,I did not find remedy ok out of the box

It had to be tweaked to the customer's requirement

just like any tool
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter


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