Joined: Sep 16, 2006 Posts: 3348 Location: London, UK
Posted: Wed Apr 17, 2013 3:46 pm Post subject:
What a f'd up duck you are.....
1 - ITIL does not get implemented - IT Service Management is
2 - THe books are merely a set of advice.
3 - Why are you replacing your IT SM ticket system - do you have a reason
4 - Do you have criteria for what you for a new tool
5 - If you are new to ITIL.. are you new to IT or improving IT processes in place ? _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Joined: Mar 04, 2008 Posts: 1884 Location: Newcastle-under-Lyme
Posted: Wed Apr 17, 2013 6:11 pm Post subject:
The process of replacing your help desk software is not an ITIL process. The books might help you in a general way. The key is to define your requirements and evaluate software packages against those. It will be easier to define your requirements if you have started to define your procedures especially in the areas of call management and incident management, but not exclusively and including the gathering and analysis of management data. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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