Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
· Home
· Content
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: PorterBu
New Today: 33
New Yesterday: 159
Overall: 204132

People Online:
Visitors: 177
Members: 4
Total: 181 .

Select Interface Language:

Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.

The Itil Community Forum: Forums

ITIL :: View topic - Interfacing ITSM tools
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Interfacing ITSM tools

Post new topic   Reply to topic    ITIL Forum Index -> Miscellaneous
View previous topic :: View next topic  
Author Message
Senior Itiler

Joined: Mar 29, 2007
Posts: 123
Location: FRance

PostPosted: Tue Dec 09, 2008 6:01 pm    Post subject: Interfacing ITSM tools Reply with quote

Hi there,

I have left that forum for a while, my new job allowing very little time to further expand experience sharing with you all.

I'am back today, with a very business related question (or 2):

* Has anyone experienced interconnecting IT Service Management tools, especially Incident Management ones (so called "ticketing" systems)? To what level of success?

* We are running BMC's ITSM suite (V6 & planning to migrate to V7), and I have to provide answers on the "compatibility" of this tool with others on the market , for I.M. purposes. Yes I'll call BMC's rep. to get their answers , but would like to know about real experiences.

So far, and after more than 20 years in IT Management, I have never seen this sort of interconnection working , as the tools are not only different but also the way they are implemented (to support the way an organization implements its processes) is different, especially workflows... All the interconnections I have seen so far were limited to:
* take all the data from the form provided by software A
* reenter all the data into a new form in software B
* forms in software A & B are modified to integrate all types of data from each other software...

thanks in advance for your help
JP Gilles
Back to top
View user's profile Send e-mail
Senior Itiler

Joined: Sep 16, 2006
Posts: 3536
Location: London, UK

PostPosted: Tue Dec 09, 2008 7:07 pm    Post subject: Reply with quote


I have found that the well known statement

interoperability doesnt is very apt

The issues I have found in my esteemed career

Vantive data going to Siebel
Siebel into Remedy
Remedy into Remedy
HP OV and etc

I find that the tools

All the tools can export / import csv files

the issue is data mapping

I always had to use MS Excel and MS access to write conversion helpers to migrate the data from 1 tool to another tool
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Miscellaneous All times are GMT + 10 Hours
Page 1 of 1

Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003

Forums ©


Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.