ITIL Newbie: Looking for software to document my processes?

[MattG]

I have been over the past few months looking for software to document my IT services.

For example, I need to document my company's email system. Since our email has mutliple parts: Exchange, SPAM server, Antivirus, etc, I would like to use a product that is object oriented that will allow me to document each part independently and then link them together. That way when I make a change to my SPAM server and update the SPAM server object in the software, it will automatically be reflected in the email object.

Is there software that I could use to do this?

Is this type of documentation part of ITIL?

Thanks,
-MattG

[m_croon]

Hi MattG,

Any proper cmdb should allow you to:
1. register configuration items (of which you should determine your own depth/level of detail/atributes), and
2. connect them through relations: software x on server y, application a as part of service b, user c authorized for software x etc.

As you describe your quest, I'd say you are trying to implement configuration management. There are a lot of tools that can help you. I wouldn't say that they are "part of ITIL", yet when you are working on ITIL, an integral aproach to "PPT" (People, Proces, Technology) certainly would not harm . Tools that I am familiar with are Assyst from Axios (nice graphic interface for showing relationships between items), HPOV ServiceDesk from HP, ARS from Remedy. There are many many more though.

Note: Many toolsuppliers claim to be "ITIL compliant". This is certainly not a formal certification.

Hope this helps,

Michiel

[raroa]

There's an article on ITSMWatch about ITIL "compliance"